“Time-on-Task” Should Be Your Dominate Banking Metric

While “customer delight” is a worthy goal, few banks should focus on the concept. We covered various methodologies HERE. Instead of trying to “Wow” your customer, in this article, we present the “time-on-task metric” (and its companion, the Customer Effort Score (CES) framework) and detail not only why it matters but why it can change…

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Why You Need To Use Funds Transfer Pricing in Banking

Funds transfer pricing (FTP) has been an essential tool for financial institutions for several decades.  FTP was introduced to banks in the early 1980s to help manage interest rate risk on a transactional basis.  FTP gained further focus after the 2007 financial crisis when financial firms failed partly because of the lack of funds transfer…

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Customer Satisfaction – How To “Wow” Your Customer in Banking – Part I

While we believe in “Wowing” your customers as a concept, we don’t believe in it as a strategic focus as a bank. The idea is too challenging to execute. However, we do believe that every banker should understand what “customer delight” (we will use interchangeably with “wowing”) quantitatively looks like so delight can be operationalized….

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How To Talk To Commercial Borrowers About The Future Path of Interest Rates

The Federal Reserve Open Market Committee (FOMC) has raised short-term interest rates by 3.00% in the six months between March and September.  The market is now forecasting an additional 1.25% in hikes by year’s end, with the next move coming on November 3rd.  Many borrowers and market participants have been surprised by the speed of…

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Deposit Profitability – The Operating Cost of Your Deposits

A couple of weeks ago, we delved into the origination and operating costs of manufacturing commercial loans (HERE). In this article, we delve into deposit profitability and highlight the cost structure of deposits. The goal here is to give bankers that don’t utilize a funds transfer pricing and activity analysis methodology a glimpse into the…

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The Terminal Fed Funds Rate – How Far Will The Fed Go?

Last week the Federal Reserve again raised the Fed Funds rate by another 75 basis points – and again, that was in line with the market’s expectation. The question is when will the Fed stop, and what will be the terminal Fed Funds rate? We do not believe that the Fed’s “dot plot” fully reflects…

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Fixed Rate Loan Risk – Rethinking The 5-Year Offering

For decades community banks have taken on fixed rate loan risk mostly through the offering of five-year, fixed-rate, commercial term loans. This is probably the most popular structure for real estate-secured term credit at community banks. Now may be the right time for community banks to abandon this strategy – both for the borrowers who…

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10 Big Bank Marketing Lessons from the ABA Bank Marketing Conference

Last week, the American Banking Association (ABA) held its annual Bank Marketing Conference in Denver, receiving rave reviews. The theme was – developing your marketing superpowers. Amid the brewery networking, superhero costumes, and fun, some fantastic bank marketing lessons were had, and not just for bank marketers. The theme was how marketing needs to be…

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The Cost of a Commercial Real Estate Loan

Most financial institutions never see the actual cost of originating their products. To do so would require at least a rudimentary funds transfer pricing methodology, and many banks have not invested the time to derive a workable framework. Understanding a product’s cost structure is the first step towards accurate pricing and, more importantly, process improvement….

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The Growing Concern With Your Cost of Funds

The banking industry’s cost of funds (COF) is highly correlated to short-term interest rates.  However, as of Q2/22, the average community bank’s COF has risen only a few basis points.  Community banks should be concerned about their COF because looking at current deposit conditions is like driving a car while looking at the rearview mirror….

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Deposit Marketing In the Age of Machine Learning

In the olden days, if you wanted to market deposits, the head of Retail would come to Marketing and say something like – “We need to raise deposits.” Marketing would then put together some ideas for a print or digital campaign; Retail would sign off on it, and then they would roll it out. Maybe…

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The Five Problems with Adjustable Rate Loans

A common strategy for community banks, when faced with a borrower that wants a 10-year fixed rate loan, is to offer a five-year fixed rate that adjusts in five years. Historically, this has worked for some customers and banks because, over the last 40 years, five-year rates have generally fallen.  As interest rates fall, a…

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