Cathleen Zapata, VP of Research and Customer Experience at Metrics Marketing Group Selected as a Crain’s Cleveland Business Women of Note Finalist

January 3rd, 2012 by Bank Loan | No Comments | Filed in Bank

Cleveland, OH (PRWEB) July 26, 2011

Metrics Marketing Groups Vice President of Research and Customer Experience, Cathleen Zapata, was chosen as a Crains Cleveland Business Women of Note Finalist. The popular Cleveland business publication annually identifies the most deserving female business leaders who bring passion, dedication and strength to Northeast Ohios workforce.

Metrics Marketing, an analytics-driven database marketing and interactive services firm in Cleveland, hired Cathleen Zapata in 2009 as Vice President of Research and Customer Experience. Zapata established and continues to grow the companys research and customer experience service offerings to include usability testing, user research, heuristic evaluations (expert reviews), conversion enhancement strategies, traditional market research and more.

One of Zapatas first initiatives upon joining Metrics was designing and developing MetricsLab(SM), a groundbreaking user research facility with a highly technical set-up, yet supremely comfortable space for both participants and study observers alike. Building a best-in-class research facility uniquely designed with usability testing first in mind was an indentified need in the marketplace by Zapata, particularly in the Midwest where most dedicated usability labs available for broad use are on the coasts. Today, Metrics Marketing is one of the only interactive marketing firms with full research, usability and eye tracking capabilities across the U.S.

Zapata has more than 15 years experience in quantitative and qualitative research, specializing in usability. She has been featured in MarketingSherpa, About.com, UX Magazine, Crain’s Cleveland, The Columbus Dispatch, and regularly teaches on topics of usability, user experience and conversion strategies internationally, including Shop.org, BAI Retail Delivery, American Marketing Association, UPA and more. She has worked with numerous companies to improve their user experiences, including KeyBank, Citizens Bank, Nationwide Insurance, Medical Mutual of Ohio, The Cleveland Clinic, American Greetings Interactive, Midas and Coach, Inc.

Zapatas additional credentials and community service involvement secured her as a finalist in the Women of Note Class of 2011. She has volunteered her time for nearly seven years to the Northeast Ohio chapter of the Usability Professionals Association (NEOUPA), currently serving as President of the Chapter. UPA is a non-profit organization dedicated to providing usability and user experience education and skill development with over 2,500 members worldwide. She has also spearheaded the global World Usability Day event in Northeast Ohio since its inception, and served as an executive board member of the Web Association from 2008-2009.

Zapata regularly teaches on topics of research, user experience and usability at colleges and events internationally, and through publically available webinars. She has worked with numerous colleges to help provide education in the field of usability, including Cleveland State University and Kent State University, and has lead shadowing programs to provide students with actual hands-on experience. Zapata also volunteers and supports several community service programs and nonprofit organizations including The Humane Society of the United States, Santas Hideaway Hollow, the American Diabetes Association and the Official U.S. Marine Corps Toys for Tots Foundation.

I cannot think of someone more deserving of this honor than Cathleen Zapata, commented Dan Rose, Partner, Metrics Marketing Group. From hiring a full supporting staff, to developing propriety research, to furnishing the lab with the best equipment and technology on the market, Cathy has literally built MetricsLabSM and our usability offerings from the ground up. Her hard work, dedication, passion and expertise have resulted in our company growing exponentially. Cathy and her team continue to strengthen and expand our offerings to fit the demands of our clients and the industry.

More than 200 nominations were submitted to this years class and Cathleen Zapata was one of 26 women selected as a finalist, in addition to 15 honorees. To view the complete list of Crains Women of Note, visit http://www.crainscleveland.com/marketing/woneditorial.html.

About Metrics Marketing

Based in Cleveland, Metrics Marketing offers comprehensive analytics-driven database and interactive marketing services that include: automated/triggered marketing systems, marketing database development and hosting, email strategy and deployment, predictive modeling, segmentation analysis, search marketing, creative services, website design, development and hosting, eCommerce solutions, web usability, web analytics, user research, traditional market research and Customer Relationship Management (CRM) strategy consulting. Metrics Marketing Group is a Precision Dialogue company and is located at 905 Corporate Way in Westlake, Ohio. Additional information can be found at http://www.metricsmarketing.com.

Media Contact:

Megan Smargiasso

440.471.6011

msmargiasso(at)metricsmarketing(dot)com

twitter.com/MetricsMrktg

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Customer Satisfaction with Banks and Credit Unions Increases in 2011: Prime Performance 2011 Bank and Credit Union Satisfaction Survey

December 29th, 2011 by Bank Loan | No Comments | Filed in Bank

Denver, CO (PRWEB) December 07, 2011

Customers claim they are more satisfied with banks and credit unions and less likely to switch banks than in 2010 according to the 2011 Bank and Credit Union Satisfaction Survey released today by Prime Performance, which advises banks and credit unions on improving the client experience.

Based on a recent interaction with a representative, credit union customers rate their overall satisfaction a net score of 89 percent. The comparable score for small banks (banks with less than 300 branches) is 88 percent and for large banks (300 to 4,000 branches) it is 80 percent. The industry average is 82 percent. Falling below that were: Bank of America, 73; Wells Fargo, 75 percent; and Chase, 79 percent.

A net satisfaction score is the percent of satisfied customers minus the percent of dissatisfied ones. A score of 100 percent is perfect.

The industry average net satisfaction score increased 5 percent over 2010. Chase and large banks increased faster than the industry rate, at 12 and 6 percent, respectively. Increasing slower than the industry rate were Bank of America at 3 percent, and credit unions, small banks and Wells Fargo, all at 2 percent.

While satisfaction is on the rise, the survey also showed that some banks, particularly the mega-banks, have not completely won back the loyalty of their customers. Many consumers at big banks believe their bankers may put institutional interests ahead of customers, have concerns about fees and are not ready to refer friends and family to do business with them.

These findings and others come from the Prime Performance 2011 Bank and Credit Union Satisfaction Survey. This survey was conducted in August and September 2011 with more than 8,000 customers who had recently been assisted by a representative at a credit union, small bank, large bank or one of the three mega-banks Bank of America, Chase and Wells Fargo.

Contrary to most press reports, banks have made significant progress in creating a more satisfying experience, mainly with younger customers. Small banks have pulled even with credit unions among Gen Y and Gen X customers, while credit unions have increased satisfaction among older members. Large banks and Chase had the greatest increases in satisfaction but still have work to do to win back their customers trust. Customers told us they experience more problems or had more complaints with the big banks and are not sure the banks are acting in their customers best interest particularly when it comes to fees, said Jim S Miller, president of Prime Performance.

While customer satisfaction is improving, banks and credit unions are slipping in some key behaviors that make customers feel better about their banking experience. Using the customers name dropped by 5% and thanking the customer fell by 3% from 2010. Representatives at Wells Fargo are most likely to use their customers name and least likely at Chase. Customers are most likely to receive a thanks at Wells Fargo and least likely at Bank of America. While known for their personalized, friendly service, credit unions and small banks are not better than the industry average at thanking and using their customers name.

While credit unions and community banks enjoy high satisfaction and customer loyalty, their larger competitors are closing the gap, especially with younger customers. If small banks and credit unions dont live up to customer expectations and provide a more personalized service they run the risk of losing their service advantage, Miller said.

Other interesting survey findings included:


????Chase had the greatest increase in satisfaction overall and among Gen Y and Boomers and Pre-Boomers. Chase also showed the greatest improvement in likely to recommend and likely to switch. In spite of the improvement, Chase remains below the industry average in these categories.
????Customers believe credit unions have the most competitive fees and Bank of America the least competitive.
????Credit union and small bank customers are least likely to experience problems or complaints while the most occur at Bank of America.
????Customers at small banks and credit unions are more apt to believe employees enjoy their jobs than customers at big banks and mega-banks.
????Bank of America customers are the youngest, with an average age of 41.2 years (excluding minors). Small banks serve the oldest customer base, with an average age of 47.1 years.

About Prime Performance

Headquartered in Denver, Prime Performance works with financial institutions to increase profits by developing and implementing a superior client experience. By capturing the voice of the customer and using that feedback to energize behavior change, Prime Performance helps banks and credit unions create a shared vision of consistent service excellence throughout the organization. After conducting over 5 million consumer interviews, Prime Performance finds that banks and credit unions that focus on improving the customer experience gather more deposits, increase customer loyalty and improve the likelihood of cross-sell & referrals.

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Alterian Survey Reveals Brands Undervalue Customer Service Objectives with Social Media

December 28th, 2011 by Bank Loan | No Comments | Filed in Bank

Chicago, IL (PRWEB) August 24, 2010

Alterian (LSE: ALN), the leader in customer engagement technology and solutions, today announced the results of its Engaging Times Summit survey on brand socialization, engagement strategy and social media ROI. Summit attendees comprised more than 400 senior-level marketing executives from major brands including Cisco, American Greetings Interactive, Dave and Busters, RAZOR and Western Union.

Results showed that when asked about the most important social media objectives, 24 percent reported that retaining existing customers is the central objective, 26 percent believe driving brand awareness is the most crucial aspect, and 30 percent are aiming for new customer acquisition. Less than one percent cited that the most important objective was to offer customer service.

Its surprising that brands are reporting that they dont highly value deploying customer service in the social media channel, said David Eldridge, CEO of Alterian. Many are underutilizing this approach, as all brands need to be prepared to handle their customers complaints and act on them. While marketers may have different objectives than those working in the customer service department, its important to have a cross-channel strategy and integrate outreach to gain maximum exposure and positive chatter about your brand online.

Despite a lack of emphasis on customer service objectives in social media, survey results showed that about 90 percent of marketers believe that cross-channel coordination is indeed vital in marketing campaigns. Similarly, a majority of 61 percent of marketers said their brands engagement with consumers occurs both online and offline, suggesting that engagement takes place on multiple platforms.

The State of Social Media Engagement

Based on survey results, marketers said they are increasingly viewing social media as a means for engagement as opposed to promotion. Three out of four respondents indicated their brand is either somewhat or extremely engaged in social media. Only 22 percent reported they are not very engaged, and three percent said they are not engaged at all.

Yet the survey showed that measuring ROI is still a challenge. Thirty-seven percent of respondents said they are not able to measure ROI when it comes to the socialization of their brand, and 42 percent reported to be only somewhat able to measure ROI.

While some marketers might be on the fence about ROI, the majority (57 percent) said they believe investing in social media has been a worthwhile investment for their brand. Thirty-five percent claimed its still too early to tell, but not a single respondent reported that social media is not a worthwhile investment.

There are tools available today that help marketers measure the influence of their social media investment, and consequently understand the ROI for their social media efforts, said Connie Bensen, Alterian’s Director of Community Strategy. Its just a matter of identifying what you want to measure and tracking progress in a way that is appropriate for your brand.

One in five marketers who attended the Summit are indeed measuring ROI in terms of brand socialization, a promising figure for the future of social media marketing. For more information about best practices, visit the Alterian web site for Bensens Social Media ROI whitepaper series.

About the Engaging Times Americas Summit:

The annual event features thought leadership from some of the Americas’ leading brands, giving attendees the opportunity to learn how major organizations are extending and expanding their brands social and emotional connections in a cross-channel way (e-mail, direct mail, social media, web). The Alterian Engaging Times Summit 2010 was held August 17 & 18 in Chicago and was attended by more than 400 marketers from around the country, including keynotes from Stan Rapp, co-founder of Rapp Collins and Don Peppers from Peppers & Rogers Group.

Other presenters included American Greetings Interactive, Walgreens, Edelman, Western Union, Razor, Mars, Acxiom, Bank of the West, Epsilon, Dave & Busters, Cisco, WOMMA, Harte-Hanks, Ogilvy, Peppers & Rogers, 1to1 Media, Covalent Marketing, and Forrester Research.

About Alterian:

Alterian (LSE: ALN) enables organizations to create relevant, effective and engaging experiences with their customers and prospects through social, digital, and traditional marketing channels. Alterians Customer Engagement solutions are focused in four main areas: Social Media, Web Content Management, Email, and Campaign Management & Analytics.

Alterian technology is utilized either to address a specific marketing challenge or as part of an integrated marketing platform, with analytics and customer engagement with the individual at the heart of everything. Working alongside a rich ecosystem of partners, Alterian delivers its software as a service or on premise. For more information about Alterian visit http://www.alterian.com or the Alterian blog at http://www.engagingtimes.com.

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paramount finance and investment services complaints

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Prime Performance 2011 California Bank & Credit Union Survey: Golden 1 Credit Union Ranks Highest in Customer Experience, Union Bank Rated Most Friendly

November 29th, 2011 by Bank Loan | No Comments | Filed in Bank

Denver, CO (PRWEB) November 15, 2011

Golden 1 Credit Union leads major banks in California in customer experience according to the 2011 California Bank & Credit Union Survey released today by Prime Performance, which advises banks on improving the client experience.

Customer experience rankings are based on the companys Prime Experience Index (PXI). PXI is a single metric that shows how banks and credit unions perform on delivering a superior customer experience. PXI considers all of the drivers of customer loyalty. First, banks need to meet their customers needs (meets needs) and deliver service that satisfies their customers (satisfaction with service). Next, banks need to deliver experiences that create loyal customers who are likely to come to the bank first for their future financial needs (repurchase intent) and recommend the bank to others (likely to recommend). By looking at these four measuressatisfaction with service, likely to recommend, repurchase intent and meets needsa clear picture of the customer experience emerges. While these measures tend to be significantly correlated, not one of them accurately measures the customer experience on their own. The Prime Experience Index (PXI) is comprised of these four components.

Overall Customer Experience Score (PXI):

(1) Golden 1 Credit Union????79%

(2) Bank of the West????68%

(3) Union Bank????66%

(4) U.S. Bank????57%

(5) Wells Fargo????51%

(6) Citibank????48%

(7) Chase????43%

(8) Bank of America????39%

State Average????55%

Other Credit Unions????79%

Other Banks????65%

Golden 1 Credit Union ranked first in all four questions that make up the PXI, while Bank of America had the lowest scores on each question. These questions are based on the net score, which is the percent of positive responses minus the percent of negative responses. For satisfaction with service, this is the percent of customers who are satisfied minus the percent who are dissatisfied.

Satisfaction with Service:

(1) Golden 1 Credit Union????86%

(2) Bank of the West????83%

(3) Union Bank????81%

(4) U.S. Bank????68%

(5) Wells Fargo????64%

(6) Chase????58%

(7) Citibank????58%

(8) Bank of America????54%

State Average????68%

Other Credit Unions????87%

Other Banks????76%

Likely to Recommend:

(1) Golden 1 Credit Union????86%

(2) Bank of the West????76%

(3) Union Bank????68%

(4) U.S. Bank????60%

(5) Citibank????50%

(6) Wells Fargo????49%

(7) Chase????42%

(8) Bank of America????37%

State Average????56%

Other Credit Unions????82%

Other Banks????65%

Likely to Come to the Bank First for Additional Products or Services:

(1) Golden 1 Credit Union????66%

(2) Union Bank????50%

(3) U.S. Bank????46%

(4) Bank of the West????44%

(5) Wells Fargo????40%

(6) Citibank????36%

(7) Chase????29%

(8) Bank of America????27%

State Average????43%

Other Credit Unions????71%

Other Banks????53%

Effective at Meeting Financial Needs:

(1) Golden 1 Credit Union????77%

(2) Bank of the West????69%

(3) Union Bank????65%

(4) U.S. Bank????56%

(5) Wells Fargo????50%

(6) Citibank????50%

(7) Chase????41%

(8) Bank of America????38%

State Average????55%

Other Credit Unions????76%

Other Banks????66%

Credit unions are the clear customer experience winners in our survey. Golden 1, the only ranked credit union, topped all named institutions. If we had ranked the Other Credit Unions category it would have tied Golden 1 for first place. While Bank of the West and Union Bank have strong customer experience scores, overall, banks have work to do to catch up with their credit union competitors, said Jim S. Miller, Prime Performance president.

Doing What Is In The Customers Best Interest

In California, 55% believe their bank is doing what is in the customers best interest and 13% feel the bank is not acting in the customers best interest, for a net score of 42%. Seventy-three percent of members at Golden 1 Credit Union say the credit union is looking out for the members best interest and only 4% believe they are not, resulting in a net score of 69%. This leads all named institutions, although slightly below Other Credit Unions (net score of 74%). Bank of the West had the second highest net score at 66%. Chase and Bank of America scored the lowest, with net scores of 25% and 18% respectively and each bank had 21% of customers feeling the bank is not doing what is in the best interest of the customer.

Friendliest

Customers think Union Bank provides the friendliest service in California with 86% of customers saying the representatives are friendly and only 1% saying they are unfriendly. Customers rate Bank of America the least friendly, with 63% of customers believing the representatives are friendly and 6% rated as unfriendly.

Channel Satisfaction

Union Bank customers are very satisfied with their branch experience. Eighty-seven percent of Union Bank customers said they are satisfied with their experience in the branch and 0% dissatisfied. Golden 1 Credit Union also scored well on branch experience with 89% of members satisfied and 3% dissatisfied. Bank of America had the lowest branch scores with 73% satisfied and 8% dissatisfied.

Golden 1 Credit Union leads in satisfaction with phone representatives, followed by Union Bank. Citibank and Bank of America customers are least satisfied with their experience with phone representatives. Golden 1 also leads in satisfaction with automated phone interactions, followed by U.S. Bank. Wells Fargo and Bank of America have the lowest satisfaction with their automated phone systems. Golden 1 and Wells Fargo have the highest satisfaction with ATMs, while ATM satisfaction is lowest at Bank of America and Bank of the West. Customers at Union Bank have the highest satisfaction with internet banking. While mobile banking usage is increasing, it is only used by a small percentage of customers. Statewide, 25% of customers said they have used mobile banking. Only Bank of America, Chase and Wells Fargo had a sufficient number of respondents using mobile banking to receive a valid ranking. Thirty-three percent of Chase customers say they use mobile banking and have the highest level of satisfaction, well above the state average. Wells Fargo, with 31% of customers using mobile banking also scored above the state average in satisfaction. Bank of America, at 35% usage has the lowest level of satisfaction for mobile banking.

Problems and Complaints

The Prime Performance survey asked customers if they had any problems or complaints during the last twelve months. Statewide, 18% of customers said they had experienced at least one problem or complaint. Bank of the West and Union Bank customers had the least problems or complaints at 12%, while Bank of America and Chase had the most, at 25% and 26%, respectively. Only 9% of members at Other Credit Unions experienced any problems or complaints, well below any named institutions and the state average.

In this economic environment, the importance of trust cannot be understated. No matter how hard they try, if a bank does not act in their customers best interest, they cannot create a satisfying experience, said Miller. Credit unions have the trust of their members and it shows in their scores. Bank of the West had the lowest satisfaction with internet banking and ATMs and only moderate satisfaction with branch

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Regions Bank ?Friendliest? Among Big U.S. Financial Institutions: Citibank, Capital One, Chase Finish Last for Friendliness, Low on Customer Satisfaction

November 24th, 2011 by Bank Loan | No Comments | Filed in Bank

Denver, Colorado (Vocus/PRWEB) January 05, 2011

Regions Bank is the friendliest large American financial institution. It also enjoys the highest customer satisfaction levels among its peers. The least friendly banks are Citibank, Capital One and Chase. They also have the nation?s lowest customer satisfaction rates, according to a new study by Prime Performance, which advises banks on improving the client experience.

?How does Regions do this? It has a winning formula: Friendliness + Job Enjoyment + Interest In Customers = High Customer Satisfaction. The study shows that customers believe Regions employees are the friendliest, even ahead of credit unions and small banks. Plus, Regions? representatives seem to enjoy their jobs and to be interested in their customers? needs. However, Citibank and Capital One score at the bottom on friendliness, enjoying their jobs and helping customers,? said Jim S Miller, Prime Performance president.

These findings and others come from the Prime Performance 2010 Bank and Credit Union Satisfaction Survey. The survey polled more than 6,000 customers of credit unions, small banks, large banks and three mega-banks?Bank of America, Chase and Wells Fargo?who had recently opened a new account, performed a teller transaction or spoken to a call center representative.

?Our research proves conclusively that bank customers care about how they are treated. They are not just interested in rational needs but emotional ones, too. Ultimately, satisfying customers means not only helping them with their loans and deposits but also delivering a superior client experience,? Miller said.

The Prime Performance survey found that the national average for customer satisfaction was a net score of 77 percent. Small banks with less than 20 branches did best in the nation with a net score of 88 percent. Credit unions followed closely with an 87 percent net score. A net score is the percent of satisfied customer minus the percent of dissatisfied ones.

Capital One finished last with a net score of 57 percent. Other banks at the survey?s bottom and their net scores were: Citibank, 59 percent; Chase, 67 percent; and Bank of America, 70 percent.

Among larger institutions, Regions Bank achieved the highest net satisfaction score at 83 percent. Based in Birmingham, Ala., Regions Financial Corporation is the holding company for Regions Bank. It has about 1,800 banking offices in Alabama, Arkansas, Florida, Georgia, Illinois, Indiana, Iowa, Kentucky, Louisiana, Mississippi, Missouri, North Carolina, South Carolina, Tennessee, Texas, and Virginia. The company was founded in 1970.

A closer look at Regions? performance showed its employees received the nation?s highest ?friendliness? score from customers at 98 percent. SunTrust, credit unions and small banks with less than 20 branches followed closely with a 97 percent score. Citibank, Capital One and Chase finished at the bottom with 91 percent scores?below the national average of 94 percent.

Regions? employees also scored highest, 93 percent, for enjoying their job. In this area, small banks with less than 20 branches scored 91 percent and credit unions scored 89 percent. TD Bank finished last with a 75 percent score, but Citibank did only slightly better at 76 percent.

Regions received a 94 percent score on employees taking a genuine interest in customers. This was just behind credit unions at 95 percent, and was tied with small banks having less than 20 branches. The weakest results came from Citibank, 78 percent, and Capital One, 79 percent.

According to Miller, the study?s implications are important for all banks regardless of size. ?The Prime Performance survey suggests banks and credit unions should focus on the basics. Use the customer?s name. Say ?thank you.? Be helpful. These simple steps build satisfaction and loyalty,? Miller said. ?If you don?t handle the basics, people will leave. Customers want a positive emotional experience. They are disappointed when they get something less.?

Headquartered in Denver, Prime Performance works with financial institutions to increase profits by developing and implementing a superior client experience. Since 1989, the company has specialized in measuring the customer experience through live phone interviews and providing the tools and training needed for banks, credit unions and financial contact centers to elevate the level of service they provide their customers. Prime Performance is part of NCBS, a SunTrust Banks Inc. subsidiary that sells training, design and construction services to retail banks.

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Backoffice Outsourcer Provides Lenders with BPO Solutions to Support their Underbanked or ?Underserved? Customer Relationships

November 22nd, 2011 by Bank Loan | No Comments | Filed in Loans

(PRWEB) November 16, 2011

Clerical-based Business Process Outsourcer MetaSource announced today the launch of its Verification and Customer Assurance Program for Financial Services Solutions Providers in the Underbanked marketplace. The MetaSource suite of services was developed in response to the challenges many of these companies experience fulfilling the opportunity and service needs surrounding the nation?s Underbanked or ?Underserved? customer.

?The inability to rapidly or satisfactorily address a personal loan or service requirement can cost a financial service provider significantly in either lost repeat relationships, revenue or repayment through default,? says Doug Giovanni, Vice President of Sales and Marketing. ?MetaSource developed this program so that solutions providers across the country would have a service option combining fully integrated and industry experienced backoffice capabilities with flexible pricing and minimal startup costs.?

MetaSource?s Verification and Assurance Program provides companies the ability to rapidly deploy highly customizable in/outbound service programs staffed by well trained agents and accounts managers. Company operations are SAS 70 II and PCI I certified and have the ability to rapidly commit significant resources for high capacity client demand. The suite of services also includes FAX/email processing; telesales; loan, order and payment processing by phone as well as fraud research and reporting.

?MetaSource has made significant investment into an infrastructure that supports a diverse and service intensive clientele,? adds Bill Jones, Program Director and Company Vice President of Strategic Initiatives. ?Clients in this space have benefitted from our hands-on experience and ability to streamline their customer care process and reduce acquisition costs resulting in an enriched customer experience.?

About MetaSource

MetaSource is a leading clerical based BPO (Business Process Outsourcer) of back office and content management solutions servicing a national clientele through a SAS 70 certified and PCI compliant mix of four domestic locations and multiple processing centers in Mexico, Canada, India and China. The Company?s experience and reputation for delivering superior quality and accuracy is built upon a scalable business platform that is robust, thoroughly tested, and engineered for high-volume results easily customizable to the most demanding client requirements. For more information contact Doug Giovanni, Vice President of Sales and Marketing at (801) 513-4154 or visit http://www.metasource.com.

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Engauge Joins Keynote Panel on Customer Intelligence at NCDM Annual Conference

November 1st, 2011 by Bank Loan | No Comments | Filed in Bank

Atlanta, GA (Vocus) December 5, 2009

Engauge, a total engagement agency, will participate in a keynote at the National Center for Database Marketing?s (NCDM) annual conference. The agency?s Chief Insights Officer, Janet Rubio, will join a keynote panel led by Forrester Research on the evolution from database marketing to customer intelligence. NCDM 2009 runs from December 7 through 9 and is hosted this year in Las Vegas, NV.

?Its been happening for a while, but, particularly with the downturn of the economy, we?re seeing interest in data move higher up the corporate ladder,? said Janet Rubio, Engauge?s Chief Insights Officer. ?And with the digital tools and technologies available today, the power of data is at our fingertips – to reach new people, to communicate more effectively, and to truly engage with our targets. I?m excited to share the trends we?re seeing and how these can translate into practical use for the NCDM audience.?

Led by Forrester Research Senior Analyst Dave Frankland, the keynote is a CEO Industry Insider Panel, titled ?Evolving from Database Marketing to Customer Intelligence.? The panel will discuss the transformation of database marketing, a change that is seeing the role of data move out of cubicle walls and into the C-suite.

The keynote will take place on Monday, December 7 from 12:00 to 1:30 pm. Engauge will join other leading service providers and agencies in an interactive presentation, which will allow the audience to directly participate in Q&A with the panelists.

In addition to Janet, the panel lineup includes Bill Duffy of iKnowtion, Targetbase?s Mark Wright and Naras Eechambadi with Quaero. To learn more, visit http://www.NCDMevents.com.

About Engauge

Engauge is one of the nation?s largest independent marketing agencies, helping leading brands create relevant customer engagement by connecting data-driven insights with creative ideas to fuel business growth. Engauge leverages a complete portfolio of marketing expertise ? spanning all areas of traditional, direct and digital marketing ? to drive measurably effective programs for clients. The agency?s roster of clients includes Kraft Foods, The Home Depot, Best Buy for Business, Sony, NGK and Huntington Bank. Engauge is a portfolio company of Halyard Capital and has offices in Columbus, Austin, Atlanta, Pittsburgh and Orlando. Learn more about Engauge at http://www.engauge.com.

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engauge November 2011

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PlainsCapital Improves Customer Experience by Deploying Q2 Software’s Electronic Banking Platform

July 28th, 2011 by Bank Loan | No Comments | Filed in Bank

Austin, TX (PRWEB) November 13, 2008

— Q2 Software, Inc., a progressive financial services technology company, today announced that PlainsCapital Bank, one of the largest privately held banks in Texas with $ 3.4 billion in assets, has successfully launched Q2′s electronic banking platform to its growing online banking community.

In addition to the obvious requirement for a best-in-class solution, PlainsCapital Bank envisioned a new role for eCommerce as its own channel to the customer. The primary goal was to expand the online experience beyond a transactional medium to one that serves “banking communities” with other value added benefits. In order to achieve this aspiration, a flexible architecture was essential in integrating a number of their current technologies.

“We wanted to provide our customers with a superior online experience and Q2′s Electronic Banking platform offered the most comprehensive and cost effective solution available in the market-place,” said Pete Villarreal, EVP of Operations. “In our evaluation, we looked for a solution with a user-friendly front-end and a modern architecture that could serve all of our front office needs including the web channel, the voice channel and the mobile channel. Also, Q2′s vendor integration framework allowed us to tie many of our existing customer-facing applications into a single comprehensive view for our users, improving their overall experience with our bank.”

Hank Seale, CEO and founder of Q2 Software says, “Banks today must consistently seek new ways to drive down costs and expand their online banking services to their valued customers.” Q2 has created a seamless and powerful integration between the online and voice channels that will provide PlainsCapital Bank a significant advantage in user convenience and accessibility.” Seale continues, “By implementing our platform, PlainsCapital Bank now provides next generation technology through all of their electronic delivery channels.”????

About Q2 Software, Inc.

Q2 Software, Inc. is a privately-owned and bank-owned technology company enabling financial institutions with Electronic Banking software and services. Focused on driving innovative technology and delivering unmatched customer service, Q2′s Electronic Banking solution operates on a Microsoft.Net?-based platform that offers flexible deployment options for Online, Mobile and Voice banking applications. Unique “on demand” feature access within a single application enable Q2′s financial institutions to configure products and services to meet the unique requirements of both retail and commercial customers. Additionally, an open “Vendor Integration Framework” allows for the integration of critical third party customer-facing applications for a complete electronic banking experience.

Q2 Software, Inc. is a CBG Holdings Company. To learn more about Q2, visit their website at http://www.Q2software.com

About PlainsCapital Corporation

Independent financial services company PlainsCapital Corporation offers banking, asset management and residential mortgages to high net worth individuals and commercial customers. The company’s cornerstone is PlainsCapital Bank, the second-largest privately held bank in Texas with more than $ 3.4 billion in assets. PlainsCapital’s 1,800 employees are empowered to deliver highly personalized solutions to ensure their clients’ financial success. Find more information at http://www.PlainsCapital.com.

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Angoss Positioned in the Niche Players Quadrant in Leading Industry Analyst Firm’s Customer Data Mining Magic Quadrant

July 14th, 2011 by Bank Loan | No Comments | Filed in Bank

Toronto, Canada (PRWEB) May 23, 2007

Angoss Software Corporation (Angoss) (TSX-V: ANC), a leading provider of data mining and predictive analytics solutions for the financial services and information and communications technology industries, today announced that it has been positioned in the Gartner Customer Data Mining Magic Quadrant1 in the Niche Players Quadrant.

“We believe our positioning in the Magic Quadrant reflects both our commercial success in the customer data mining marketplace and our innovative approach that distinguishes Angoss from traditional statistical tools vendors” commented Angoss President Eric Apps. “We provide market proven predictive analytics software for business analysts and “power users” that is easy-to-use, with advanced features and scalability for large data environments, while introducing an expanding portfolio of innovative predictive analytics solutions for finance and ICT industries with on demand and technology transfer delivery options directed to new audiences of business users that have been unable to leverage data mining successfully due to the cost and complexity of traditional statistical tools based approaches. We plan further innovative predictive analytics solution announcements in coming months that reinforce these differentiators. This evaluation from Gartner is timely and will help us to better position our customer data mining solutions and value propositions in the marketplace.”

About Angoss Products and Solutions:

Angoss customers play an active role in its product and solution development process, with product and solution enhancements reflecting well over a decade’s worth of expertise across banking, insurance, mutual funds, telecom and information and communications technology markets, as well as many of the leading services organizations serving G2500 clients. Illustrative Angoss clients include Citigroup, GE Money, HSBC Household, Bank of America, JP Morgan Chase, Wells Fargo, Washington Mutual, Lloyds Bank, Barclays Bank, ABN Amro, Royal Bank of Scotland, AIG, Allstate, Countrywide Insurance, AGF, Russell Investments, Franklin Templeton, T-Mobile, eBay, MSN, Dell, Yahoo, Rogers Communications, Genpact, ChoicePoint, Equifax, Experian, First Data Corporation, Sedgwick CMS, Milliman, and hundreds of others.

KnowledgeSEEKER?, KnowledgeSTUDIO?, StrategyBUILDER?, and KnowledgeSERVER?. Designed to address the needs of business analysts and with advanced features and productivity benefits for the most sophisticated predictive modelers, Angoss provides usability, scalability and interoperability benefits across all major database platforms while reflecting the real world work flow and business needs of analytics professionals from data preparation through mining to actionable business strategies that can be deployed across the enterprise. Analysts with some of the world’s leading financial services and information and communications organizations, as well as the consulting organizations serving them, achieve faster time to actionable results using Angoss data mining and predictive analytics systems to make “Better Business Decisions. Every Day.”?

FundGUARD?, the Angoss predictive marketing and sales analytics solution for the mutual fund industry, provides mutual fund sales organizations with Predictive Leads. On Demand.? Available as an on demand subscription service, and with a technology and knowledge transfer licensing option, the Angoss system provides advanced segmentation and targeting tools that have helped some of North America’s largest independent mutual fund companies generate over $ 2 billion in incremental assets under management since its launch in the fall of 2005.

ClaimGUARD?, the Angoss predictive analytics system for insurance benefits providers and third party claims administrators provides advanced fraud and abuse detection rules based on their own claims data, enabling a significantly enhanced value proposition for their marketing and sales organizations to achieve client retention and new account acquisition goals in a business environment where their customers are focused on improving the management of claims costs and outcomes.

Telecom Marketing Analytics?, the Angoss suite of predictive marketing and sales tools for the telecommunications industry, targets the B2B revenue opportunity for telecom carriers and value added service providers looking to use highly specialized predictive segmentation and targeting solutions to expand their market share among B2B mid-market clients. Available as an on demand subscription service, and with a technology and knowledge transfer licensing option, the Angoss solution provides predictive segmentation and lead generation tools, including BundleBUILDER?, that have helped some of North America’s most successful telecom and cable operators identify new markets, analyze and optimize their corporate and distribution networks, detect new revenue opportunities within existing client micro-segments, and accelerate new profitable customer acquisition rates.

About the Magic Quadrant:

The Magic Quadrant is copyrighted 2007 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendor’s measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About Angoss:

Angoss Software Corporation empowers people to make “Better Business Decisions. Every Day.”?

Some of the world’s leading financial services, telecom, and retail organizations use Angoss predictive analytics software and services to grow revenues, while reducing risk and cost. Angoss helps our clients utilize business data to discover the key drivers of behavior, predict future trends and events, and act with confidence when making business decisions.

Angoss combines powerful market proven software with focused industry services expertise in the deployment, integration and use of predictive analytics in enterprise environments. Our differentiators include broad user acceptance, a commitment to open standards, rich functionality, rapid deployment, exceptional ease-of-use and affordability.

Headquartered in Toronto Canada, Angoss has offices in the UK and has partnered with the world’s leading enterprise software and services vendors. For more information, visit http://www.angoss.com.

1 Gartner “Magic Quadrant for Customer Data Mining, 2Q07″ by Gareth Herschel, 4 May 2007

The Magic Quadrant is copyrighted 4 May 2007 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

? 2007 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner’s research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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Customer Charged For Compass Banks Overdraft Fees and Not noticed On the New Policy

July 5th, 2011 by Bank Loan | No Comments | Filed in Bank

(PRWEB) October 15, 2004

Mr. and Mrs. Burton were charged 6 NSF (Non-Sufficient Fund) fees of $ 35 each on September 28th, 2004 for their checking account with Compass Bank. When contacting the bank they were told that the fees were because the bank had changed its policy. The current policy for processing charges allows the bank to process the debits in the order in which they occur.

This sounds correct; when the charges from the weekend are posted on Monday the bank will look at the date that the charges were made and post them in that order Saturday to Sunday to Monday.

The only problem with this is if you have made a deposit on Saturday before noon, the cut off time, the deposit is not posted until after midnight on Monday, a full 72 hours after the deposit was made. Thus customers of the bank are being charged excessive NSF fees when funds are present.

Mr. and Mrs. Burton contacted several other Compass bank employees, one of whom credited the checking account for these fees. This would lead people to believe that the bank realized the absurdity of the fees; however the following day the Burtons were charged 5 more $ 35 NSF fees because the previous fees have caused their account to be insufficient. When contacting the bank for these fees the Burtons were told that a supervisor was not available but would be happy to call them back. There was not a return call. Upon calling back several times to the toll-free line the Burtons were continuously told that a supervisor was not available but they could call back.

In the next few days the Burtons were charged for three more NSF fees. Once because one of the tellers at the local branch was incorrect on the date the deposit would post. For those who have not kept track that is 14 attempted NSF fees in 15 days. After contacting Compass Bank through the website with reply the Burtons started researching Compass Banks reputation.

While the specifics can be found at several websites including http://compass-bank-sucks.com/ and http://www.complaints.com the whole of the comments were that Compass Bank left something to be desired.

The Burtons have asked several questions of Compass Bank, such as is this in keeping with UCC authorization for banks to post checks in any order in most states, with the exception of Texas, where the Burtons live, were there is an additional comment by the Commercial Code Committee of the State Bar Association stating that banks should not order the posting of the checks for the purpose of increasing fee amounts? What is the total amount of NSF fees that Compass bank charges per month?

All that the Burtons have heard is the ca-ching as Compass Bank continues to close the cash register draw on their money and increase the $ 28 billion company?s earnings.

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