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Recent Analyst's Journal Articles:

Dec

12

2018

Analyst's Journal

Knowing Business Customers' Names Is More Important Than You Think

By Allison Haley

A bank’s brand accounts for most of the variance in overall satisfaction among small businesses ($100K-<$10MM) and middle market companies ($10MM-<$500MM). Specifically, the degree to which a bank can be easy to do business with and appreciative of clients’ business is key to driving satisfaction. In recent years, easy to do business with and appreciates my business ratings have stayed relatively steady among both small business and middle market customers, with numbers for...

Dec

5

2018

Analyst's Journal

Connect NPS to Other Metrics to Get a More Holistic View of Your Middle Market Customers

By Emily Anderson

There are so many ways to gauge customer loyalty. The Net Promoter Score (NPS) has become a popular proxy for many industries to measure the likelihood of a customer to refer them to another individual with similar needs. Many financial institutions are now using NPS to assist in assessing their business customers’ loyalty. Similar to the article we published about small business ($100K-<$10MM in annual sales) loyalty a few weeks ago, not all delighted...

Nov

28

2018

Analyst's Journal

PNC Targets Nashville

By Donna Arce

PNC, headquartered in Pittsburgh, is pursuing commercial and corporate finance businesses in what it feels are underserved markets across the country. Earlier this year, PNC expanded its corporate banking business into the Nashville market. This is an area where local/regional banks have a strong foothold. So, what is the allure of Nashville? Nashville and its surrounding area is the home to 27,000 small businesses (companies $100K-<$10MM in annual sales) and 800 middle market...

Nov

20

2018

Analyst's Journal

Happy Thanksgiving from Barlow Research!

By Barlow Research

Best wishes for a wonderful Thanksgiving holiday from your friends and colleagues at Barlow Research Associates, Inc. Please note that Barlow Research's offices will be closed on Thursday, November 22nd, 2018. The next Barlow Analyst's Journal column will be published in the November 29th edition of our weekly newsletter. Happy Thanksgiving!

Nov

14

2018

Analyst's Journal

PNC Has Been Successful at Selling Deeply to Their Primary Small Business Customers

By Sandy Hanson

There really are only two ways to increase sales. You either have to find new customers to sell to or sell more to your existing customers. Selling more to your existing customers is something that we all should be focusing on. Why? Well, it can sometimes be easier to cross-sell since you already know the customer rather than doing a “cold call” sales pitch. With selling to your current customers, you already know important...

Nov

7

2018

Analyst's Journal

Chase and KeyBank Account Officers Continue to Be Consultative as Many Struggle to Add Business Bankers

By Joel Mueller

Finding and retaining Account Officers/Relationship Managers to manage middle market ($10MM-<$500MM) relationships has become increasingly difficult as the labor market tightens. Based on the number of job postings for business bankers on indeed.com, there are nearly twice as many open positions in 2018 (average = 13,947) as there were in 2012 (average = 7,708). Not only are there more positions to fill, middle market customers continue to have high expectations of their Account Officers and...

Oct

31

2018

Analyst's Journal

Use the Net Promoter Score to Assess Brand Loyalty, but Don’t Stop There

By Emily Cade

The Net Promotor Score (NPS) is widely used in many industries to measure the likelihood of a customer referring another individual with similar needs. Many financial institutions are now using NPS to gauge customer loyalty. Identifying which of your customers are promoters, passives and detractors is important because the outreach methods and servicing strategies for each group can differ, as do their views of your brand. Historically, Barlow Research has asked small business ($100K-<$10MM...

Oct

24

2018

Analyst's Journal

The Transformation of the Digital Account Opening Process Continues

By Youa Yang

An interplay of technological advances and government regulation has created high demand for additional insight in the digital account opening process for demand deposit accounts (DDA) for small business companies ($100K-<$10MM in annual sales). As of May 11, 2018, new AML/BSA regulation requirements now require banks to identify individuals, who directly or indirectly own 25% or more of the equity interests of the company. If there were ever a time to start thinking...

Oct

17

2018

Analyst's Journal

Top Reasons for Changing Banks in the Middle Market Are Ever-Changing

By Emily Anderson

Reducing customer attrition in the middle market ($10MM-<$500MM) space is always of high priority. Although a small percentage of middle market companies change their banks every year, there are many factors affecting the complex relationships between larger companies and their primary bank. It is important to understand why a company would switch to another primary bank. In the last couple of years, we have observed dramatic shifts in these top reasons as well as...

Oct

10

2018

Analyst's Journal

Businesses Express Interest in Sending and Receiving Payments via Email Address or Mobile Phone Number

By Dustin Greelis

Businesses have many ways to send and receive payments, whether through ACH transfers, wire transfers, online bill payment or by mailing a check. A more recent competitor in the payments market has been the ability to send or receive payments using an email address or mobile phone number. What makes these payments competitive is the ability to easily send payments to/from anywhere using a mobile phone or computer instantaneously without having to enter bank...