Insights from The Lab

Lean Banking

Category: Lean Banking


How to Improve the Credit Card Customer Journey – a Case Study

Both brick-and-mortar banks and cutting-edge fintechs compete to deliver a superior credit card customer journey. The reasons are simple. For a bank, it’s all about retention, monetizing the expense of onboarding a new customer, and cross-selling. For a fintech, it’s about reducing churn, keeping pace with full-service banks, and going after new generations of customers …

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Cost Cutting Strategies

Cross Selling in Banks with Implementation of a Relationship Banker Strategy

A Relationship Banker (sometimes called a “Universal Banker”) wears many hats: Teller, Loan Salesperson, Customer Service Rep. He or she is the front-line person who brings more of the bank to the customer—and more profits by cross selling in the bank than a single-skilled teller. That’s why the Relationship Banking strategy is important and such …

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Relationship banking model on how to Reduce Operating Expenses in Banks by Standardizing Common Processes
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Relationship Banking Model Examples: How to Design the New Role

Our last article described the Relationship Banking Model opportunity available to regional banks across the country. It also listed—and dismantled—many of the perceived barriers to its implementation. In this article, we’re going to give you some juicy real-life details from numerous Relationship Banking model transformations which The Lab helped to design and implementation. Customer engagement data and …

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Making the Transformation to a Relationship Banking Strategy
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Making the Transformation to a Relationship Banking Strategy: The Opportunity and Why it is Important

As banking makes the shift toward digital—and as most banks’ digital offerings seem similar, to customers—the pressure mounts to differentiate your offerings and improve the customer experience… all while cutting costs and increasing revenue. It’s a challenge faced by virtually all banks today. And there seems to be a magic bullet for accomplishing it. It’s …

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Improvements from Start-to-Finish

Since opening its doors in 1993, The Lab has helped some of the best companies in the world become even better.