Research

From Customer Relationship Management to Customer-Managed Relationships: The Key to Successful Retail Bank Onboarding

May 16, 2017  |  In retail banking, it’s a well-established axiom that the best time to expand the account relationship is during onboarding. What is not so clear-cut is, what is the best approach to maximize opportunities during those first 90 days of onboarding. What are the right products to offer customers? When? How? This research uncovers new ways to establish trust and boost cross-sell and upsell in a new banking relationship.

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How Brick-and-Mortar Stores Can Win the Retail Game

March 21, 2017  |  How can traditional retailers compete more effectively with pure-play e-commerce retailers? What can multichannel retailers do to make their brick-and-mortar stores more relevant to today’s busy customers? Read this research to discover new strategies to help you win the retail game.

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Benchmarking Customer Experience

February 24, 2017  |  This paper explores the areas of customer experience and provides a scorecard to gauge how well you are doing vs. your competitors.

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Overcoming Inertia

January 31, 2017  |  Acquiring new checking account customers is an important goal for retail banks. These new accounts are often the gateway to a more robust banking relationship. To lure customers away from their current banks, the retail banking industry has traditionally relied on incentives and promotional offers, including cash payments, reduced fees, higher interest rates, or rewards programs.

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Cracking the Code

November 22, 2016  |  Catalyst wanted to better understand the pre-sales engagement process: How research originates, who conducts it and which touch points make the most difference. We also wanted to identify the pain points that prospects encounter during this process to better understand the buyer’s journey, find out whether there was too much emphasis on reaching C-level decision makers too early in the process, as well as identify other decision makers who might be involved.

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Oil Brand Preference

October 20, 2016  |  Does the type of oil or brand offered entice customers to choose one quick lube provider over another? Catalyst conducted qualitative research to find out. Click on the link to read the full research study.

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Beyond the Oil Change

August 1, 2016  |  For oil change providers, upselling is a challenge. Customers come in for an oil change that may be highly discounted, but they are often surprised by the final cost.

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