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Recent Analyst's Journal Articles:

Feb

15

2017

Analyst's Journal

Account Officer Satisfaction Scores Impact Purchasing Behavior

By Emily Cade

Barlow Research’s February First Friday Web cast, “Building Exceptional Customer Relationships,” explored the effects of customers being very satisfied with their Relationship Manager or Account Officer. Delighted small businesses ($100K-<$10MM in sales) and middle market companies ($10MM-<$500MM in sales) were more likely than less satisfied companies to have purchased at least one new product from their primary bank, more likely to purchase from the primary bank the next time there is a need...

Feb

8

2017

Analyst's Journal

Regions Leads in Small Business Online Banking Adoption

By Youa Yang

As an industry, we’ve been working towards the bank omnichannel for the last few years. Many financial institutions are focused on ensuring consistency within its channels regardless of where the bank customer chooses to interact with them. We’ve seen trends moving towards digitizing the customer experience, whether it is the account opening application or getting a loan through the Web site or simplifying the process for contacting a bank’s customer service. One channel continues to...

Feb

1

2017

Analyst's Journal

When a Middle Market Company Adds a New Bank, Their Primary Bank Is More Susceptible to Change

By Emily Anderson

Less than 10% of middle market ($10MM-<$500MM in sales) companies added a new financial institution in the last year (4Q15-3Q16). These companies added an additional financial institution for several different reasons including needing different products (35%) and credit/lending (32%). At times this leads to middle market companies assessing another bank’s platform, products and services, and perhaps finding something they have been searching for in their primary bank. Their attitudes and opinions about their...

Jan

25

2017

Analyst's Journal

Middle Market Shake Up: Huntington and KeyBank Join the Ranks of the Top Banks

By Sandy Hanson

Every year about this time, Barlow Research starts work on our Annual Analysis reports for our Small Business ($100K-<$10MM) and Middle Market ($10MM-<$500MM) Banking Programs. These reports summarize all of the data that we collected in the four quarters of the previous year with one of these topics being the size of the market and primary bank market share. The small business market is a mass market compared to the middle market. Dun...

Jan

18

2017

Analyst's Journal

Among Purchasers of New Products, Credit Products Remain the Top Sale

By Adam Johnson

For financial services providers, retaining customers and building long-term relationships is critical for maintaining a solid foundation for the business to grow. Because a relatively small proportion of existing business customers are looking to buy additional banking products in a given year, there’s a lot at stake in ensuring these customers are satisfied in their purchase. Conversely, when existing customers go elsewhere for new products, it is a warning sign that they are having...

Jan

11

2017

Analyst's Journal

Decreased Small Business Cash Reserves Point to Increased Credit Appetites

By Joel Mueller

Over the last two years, there have been substantial ebbs and flows in small business ($100K-<$10MM) financial confidence. Early in 2014, Barlow Research found small businesses to be the most optimistic about the financial condition of their company since the great recession. These companies were expecting to increase sales and profits while maintaining a relatively lean workforce. Fifty percent more companies were expecting their overall financial condition to improve rather than deteriorate. Fast-forward...

Jan

4

2017

Analyst's Journal

The Large Bank Comeback Experienced in 2015 Showed Some Signs of Reversal in 2016

By Emily Cade

In March of this year, Barlow Research reported increased scores of the large banks (>$50B in assets) and their comeback for drivers of satisfaction in 2015 among their small business ($100K-<$10MM in sales) customers. Attitudes and opinions about the large banks peaked from lows experienced during and following the recession. In Barlow Research’s most recent rolling four quarter data (4Q15-3Q16), it appeared that large banks were slowly losing their advances made from the prior...

Dec

28

2016

Analyst's Journal

Happy New Year from Barlow Research!

By Barlow Research

Best wishes for a safe and prosperous 2017 from your friends and colleagues at Barlow Research Associates, Inc. Please note that Barlow Research's offices will be closed on Monday, January 2nd, 2017 in observance of New Years Day. The next Barlow Analyst's Journal column will be published in our newsletter on Thursday, January 5th, 2017. Happy New Year!

Dec

21

2016

Analyst's Journal

Happy Holidays from Barlow Research!

By Barlow Research

Best wishes for a pleasant holiday season from your friends and colleagues at Barlow Research Associates, Inc. Please note that Barlow Research's offices will be closed on Monday, December 26th, 2016. The next Barlow Analyst's Journal column will be published after the first of the year. Happy holidays!

Dec

14

2016

Analyst's Journal

Wells Fargo Launches New Digital Banking Experience for Small Business Customers

By Youa Yang

The redesign of Web sites is not a new phenomenon. In fact, it’s quite common nowadays with most financial institutions having performed at least one redesign, if not multiple updates, of their desktop and digital apps. Barlow Research’s recent data shows that the average small business customer is used to interacting with their bank through the Web site and mobile channels (accounting for over 50% of the total touches to their primary bank), underscoring the...

 

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