Most recently, I’ve been exploring the Future of Retail Banking (upcoming posts will preview the Council’s predictions). Through my work, I learned that it is important to have a firm understanding of today’s realities in order to gain a window into the future. One reality that has become increasingly clear to me is that banking is becoming a social right rather than a privilege. Just see a few examples of “banks” that are bringing a social purpose to financial services: Read More »
Posts by Michelle Sato
My name is Michelle Sato and I spend most of my days thinking about consumer banking. My research resume would most likely include topics like segmentation, sales and marketing coordination, branch management, channel integration, internet sales, customer acquisition, experience execution, and product innovation. However, my greatest claim to fame is my vast experience as a consumer of retail bank products and services. In my 13 years as a retail banking customer, I have “sampled” over 18 products at about 12 financial services institutions. I look forward to sharing my thoughts from the perspective of a retail banking researcher as well as a customer.
When Idealism Becomes Realism
Posted on 21 January 10 by Michelle Sato
Tags: Unbanked
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When Cosmo Meets Banking | 8 Consumer Profiles
Posted on 12 January 10 by Michelle Sato
My favorite topic, after banking that is, is relationships. This secret (or now not-so-secret) interest of mine is probably driven by the fact that I have become the “go-to” girl for relationship advice among my friends.
After years of counseling friends on their romantic relationships, I’m now turning to banks. Yesterday, I asked myself, “If close to half of serious relationships end in divorce, do banks stand a chance of growing lifetime relationships with customers?” How many millions has your bank spent on CRM, technology, or consulting to achieve lifetime relationship profitability?
Tags: Relationship Banking, Segmentation
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