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Newsletters: Article

May 2017
2017-05-18T16:57:14-07:00

Article & News

Why is service recovery important and how can my company excel at it?

Recent airline industry events point to the fact that CEOs need to know how to say “I’m sorry” at the appropriate time and in the appropriate tone. And, it’s not just the CEO that must exercise this sensitivity.  With service recovery, frontline employees play a critical role and must be well-equipped with skills and resources. Although providing consistent quality service is optimal for building and deepening customer relationships, when a mistake is made, well-performed service recovery can protect valued relationships. In some cases, it may actually increase customer loyalty…

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CONSULTANT SPOTLIGHT

Meet Josh Farahnik

 Engagement Manager

 Josh is an Engagement Manager at  Transom Consulting and specializes in complex financial modeling and analysis of large datasets. He recently led a team that designed a comprehensive executive dashboard for a large diversified financial services company. Prior to his work with Transom, Josh worked at NERA Economic Consulting in the Global Antitrust Practice. Josh received his B.A. in Honors Economics from the University of Michigan, Ann Arbor.

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IN THE NEWS

Innovation

Why RBC Sees Value in Virtual Reality

May 9, 2017

Virtual reality can often seem like a technology in search of a reason to exist, especially in the world of banking and payments. But RBC sees a lot of potential in developing for VR headsets, even if it does not expect people to do the bulk of their shopping in VR… more »

‘Internet of Things’ Payments Could Find Quick Uptake at Pump

May 10, 2017

There will be 28 billion connected devices in the next three years, a vast expansion that poses both opportunity and pitfalls for companies that want to embed payment capabilities. Aite’s new report on the impact of connected devices highlight multiple categories… more »

Leadership

How to Capture Value from Collaboration, Especially if You’re Skeptical About It

May 2, 2017

Many of us recognize intellectually that we need others’ knowledge to solve big problems, yet we still lack the motivation to collaborate. Teamwork all too often feels inefficient… more »

The Three Fs to Increase Engagement and Retention with New Millennial Workers

May 6, 2017

Almost 90% of college graduates say they’ve felt “lost in transition” in their first year on the job. That’s one of the findings of a white paper on the concept of collegiate design… more »

Insurance

Annuity Players Continue to Fight Low Rates

May 1, 2017

Publicly traded annuity market players are continuing to fight the effects of low interest rates and uncertainty about federal annuity sales rules. Financial problems at shopping centers could still hurt the companies’ investments in mortgages… more »

Cyber Crime Fears Drive Up Demand for Anti-Hacker Insurance

May 9, 2017

For companies and organizations, an attack by hackers can inflict financial losses, corporate embarrassment and legal action. For insurers jumping into the new world of cyber crime insurance, it’s free marketing for what could be a $10 billion opportunity… more »

Banking, Lending & Payments

Banks Increasingly Skeptical of CRE Loans: Fed Report

May 8, 2017

Banks are increasingly tightening lending standards for commercial real estate loans and are likewise seeing a drop-off in demand, according to a report released Monday by the Federal Reserve Board… more »

The Card Issuers’ Digital Identity Crisis

May 8, 2017

Card issuers are caught between two competing business demands: the need to keep pace with digital payments, and the threat of becoming the brandless plumbing of another company’s wallet app… more »

Asset Management

Advisors Not Talking Annuities, Although Clients Want Income

May 2017

Consumers love annuities but are hesitant to buy them. And annuity buyers are trending younger. Those are among the findings of recent research into consumer attitudes… more »

Best Practices for Investment Committees

May 2, 2017

Many advisors that have broken away from the big wirehouses and banks typically relied on, and were guided by, their firm’s economists, strategists and research departments… more »

Private Equity