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The future of neobanks. Does fintech banking have a future? 
Emerging as a compelling alternative to traditional banking, neobanks place a strong emphasis on providing swift banking services, responsive customer support, fair fee structures, and user-friendly financial products.
The future of neobanks. Does fintech banking have a future? 
Emerging as a compelling alternative to traditional banking, neobanks place a strong emphasis on providing swift banking services, responsive customer support, fair fee structures, and user-friendly financial products.
Customer Lifecycle: Approaches and Best Practice for Pre-boarding and Onboarding Customers
The key goal of lifecycle management is to maximize the customer's lifespan with the bank, integrate them into everyday banking services, and increase product penetration, which will enable solving the customer's problems in the long term. In this article, we will discuss the details and practical examples that banks can use in their customer lifecycle management.
Customer Lifecycle: Approaches and Best Practice for Pre-boarding and Onboarding Customers
The key goal of lifecycle management is to maximize the customer's lifespan with the bank, integrate them into everyday banking services, and increase product penetration, which will enable solving the customer's problems in the long term. In this article, we will discuss the details and practical examples that banks can use in their customer lifecycle management.
The Customer Lifecycle: Five Relationship Management Tools 
In this article, we will analyze a new category of processes designed to cultivate customer relationships. These processes seamlessly integrate into sales and service operations, forming a unified approach that facilitates smooth transitions between products throughout the length of the customer's interaction with the bank.
The Customer Lifecycle: Five Relationship Management Tools 
In this article, we will analyze a new category of processes designed to cultivate customer relationships. These processes seamlessly integrate into sales and service operations, forming a unified approach that facilitates smooth transitions between products throughout the length of the customer's interaction with the bank.
Bringing Customer Relationships Back into CRM Implementations
Why did 47% of CRM implementations in the US fail? Michael Ruckman explains why implementing CRM technology without adopting a customer-centric approach is like putting the cart before the horse.
Bringing Customer Relationships Back into CRM Implementations
Why did 47% of CRM implementations in the US fail? Michael Ruckman explains why implementing CRM technology without adopting a customer-centric approach is like putting the cart before the horse.
What Customers Really Want?
Banks have long struggled to adequately match customer expectations. So how can banks give customers what they really want? Michael Ruckman explains how to build and maintain real relationships.
What Customers Really Want?
Banks have long struggled to adequately match customer expectations. So how can banks give customers what they really want? Michael Ruckman explains how to build and maintain real relationships.
Relationship-Centricity through Digitalization
Shannon Quilty explains how fusing the virtual and the physical spheres can enable shopping centers to benefit from digital disruption and engage their customers with enhanced experiences.
What will it take to develop a customer-centric culture?
Michael Ruckman is the founder and President of Senteo. He is also a senior advisor at Efma. He discusses the...
The Crisis Experience
In this paper, written in the wake of the 2008 financial crisis, Michael Ruckman explains why customer-centric business models can and must survive periods of crisis.
The 2012 Customer Experience Index
For any banks interested in customer loyalty, don’t miss the launch of our new market research to measure the quality of customer contacts in the banking Industry in Russia.
The 2012 Customer Experience Index
For any banks interested in customer loyalty, don’t miss the launch of our new market research to measure the quality of customer contacts in the banking Industry in Russia.
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    Are Businesses Stupid When it Comes to Customer Relationships?
    Do businesses lack the intelligence to effectively manage customer relationships? This article explores the various forms of intelligence that businesses must develop in order to better serve this goal.
    BOOKS
    Latest Book Reviews
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    Senteo Rating
    The Fifth Discipline: The Art & Practice of The Learning Organization
    The Fifth Discipline: The Art & Practice of The Learning Organization
    The book is a detailed examination of how organizations and other structures — not only the people there — can learn and adapt to become better and more productive.
    Senteo Rating
    Work Rules!: Insights from Inside Google That Will Transform How You Live and Lead
    Work Rules!: Insights from Inside Google That Will Transform How You Live and Lead
    Laszlo Bock depicts Google’s corporate culture and explains how it is applicable to many other environments. He believes that people are fundamentally good and should be trusted.
    Senteo Rating
    Thinking, Fast and Slow
    Thinking, Fast and Slow
    Kahneman’s work is a seminal piece at the cross section of psychology and economics, laying out the basics of human decision making, explaining why we do what we do.
    Senteo Rating
    Inside The Mind of the Shopper: The Science of Retailing
    Inside The Mind of the Shopper: The Science of Retailing
    Sorensen provides a behavioral psychology perspective on shopping and lessons for success in retail. He has spent 40 years working with retailers and consumer goods companies to develop his methodology.
    Senteo Rating
    The Buying Brain: Secrets for Selling to the Subconscious Mind
    The Buying Brain: Secrets for Selling to the Subconscious Mind
    This book is a guide to the latest in neuroscience and its multi-faceted applications in marketing, authored by a leading authority on neuromarketing research with extensive practical experience.
    Senteo Rating
    Brainfluence
    Brainfluence
    Roger Dooly unpacks the plethora of methods that marketers can use to reach the ‘locked’ minds of the consumers – the 95% of the brain that accounts for unconscious thought.
    Senteo Rating
    Designing for Emotion
    Designing for Emotion
    This book is a wonderful piece of literature showcasing and explaining the importance of accounting for human emotion during design, offering insightful guidance on the principles one must adhere to.
    Senteo Rating
    Designing Experiences
    Designing Experiences
    In this book, Robert Rossman and Matthew Duerden provide an excellent introduction to the principles of experience design, drawing on a variety of real life examples.
    Senteo Rating
    Next Is Now: 5 Steps for Embracing Change—Building a Business that Thrives into the Future
    Next Is Now: 5 Steps for Embracing Change—Building a Business that Thrives into the Future
    Arussy describes the importance of embracing and proactively facilitating change within your organization, offering a unique methodology to tackle change and guide your business through the ruthlessly competitive contemporary environment.
    Senteo Rating
    Change: How to Make Big Things Happen
    Change: How to Make Big Things Happen
    Damon Centola argues that genuine change requires a change in behaviors and attitudes, and that the ideas underpinning these changes spread through social networks, which shape social norms.
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      Latest Videos
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      What is Relationship-Centricity?
      What is Relationship-Centricity?
      This short video explains what relationship-centricity is and how it is different from customer-centricity. Follow the link to see how companies can extract value from their relationships with
      How to Build a Business That Lasts 100 Years
      How to Build a Business That Lasts 100 Years
      Join strategist Martin Reeves as he explains how executives can apply six principles from living organisms to build resilient businesses that flourish in the face of change.
      Explanation of What UX, CX and LX is and the Difference Between CEM & CXO
      Explanation of What UX, CX and LX is and the Difference Between CEM & CXO
      This quick 5-minute video explains the difference between User Experience, Customer Experience and Life Experience, provides examples of each and explains the difference between CEM and CXO.
      Build a Tower, Build a Team
      Tom Wujec from Autodesk presents some surprisingly deep research into the “marshmallow problem” — a simple team-building exercise that involves dry spaghetti, one yard of tape and a marshmallow.
      Build a Tower, Build a Team
      Build a Tower, Build a Team
      Build a Tower, Build a Team
      Tom Wujec from Autodesk presents some surprisingly deep research into the “marshmallow problem” — a simple team-building exercise that involves dry spaghetti, one yard of tape and a marshmallow.
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        What It Takes To Find and Keep Love
        What It Takes To Find and Keep Love
        When did you know you loved your significant other? Or first notice results after exercising? Chances are it took time. Simon Sinek talks about the importance of consistency in leadership.
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        Latest Podcasts
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        Voice On Demand Retail Podcast: Part 3 – Leadership in the Retail Market
        Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
        Voice On Demand Retail Podcast: Part 3 – Leadership in the Retail Market
        Voice On Demand Retail Podcast: Part 3 – Leadership in the Retail Market
        Voice On Demand Retail Podcast: Part 3 – Leadership in the Retail Market
        Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
        Voice On Demand Retail Podcast: Part 2 – The three faces of Digital for Retailers
        Voice On Demand Retail Podcast: Part 2 – The three faces of Digital for Retailers
        Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
        Voice On Demand Retail Podcast: Part 1 – Customer Experience & Journeys
        Voice On Demand Retail Podcast: Part 1 – Customer Experience & Journeys
        Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
        Voice On Demand Retail Podcast: Contacts, Experiences and Journeys: What customers really want
        Voice On Demand Retail Podcast: Contacts, Experiences and Journeys: What customers really want
        Michael Ruckman, President & CEO of Senteo talks about Customer Contacts, Experiences, and Journeys in this fast moving presentation from the MECS+R Congress in 2021 in Dubai.
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          Michael Ruckman Talks about Customer-Centric Business Models
          Michael Ruckman Talks about Customer-Centric Business Models
          What is the difference between retention and loyalty, and between customer-centric and relationship-centric business models? How exactly can one monetize customer experience? Michael Ruckman answers these questions and more…