March 4, 2010
Events & Sponsorships
Knowing: It's a 'Magical View'
Recently, a friend gave my family a debut CD of a local
singer, and our enjoyment of the music prompted us
to attend her performance. I offered to buy the CD for
our children in advance of the concert—our
daughter accepted but our son said he wanted to
experience the music "fresh."
We all have a different view of life experiences. My
bias is to know as much as I can in advance. Maybe
that is why I was fascinated by Billy Pilgrim in the Kurt
Vonnegut novel Slaughterhouse-Five. Those of
you who have read this book might remember that
Billy was disconnected from his life, popping up
randomly at different points and out of sequence. One
of the concepts presented in the novel is that life is
permanent and can be viewed in its entirety; similar to
looking down a path from atop the Rocky
Mountains—seeing the beginning, end, and all
points in between. Knowing what laid ahead gave Billy
a "magical view," making him more at ease with
each of his experiences as they played out.
At the 2009 BAI Retail Delivery Conference was a
CEO's roundtable called "Changing the Dialogue."
During that session, opinions were given on where
the industry came from, where it is now, where it is
probably going, and what leaders will need to do to
change the current course. What was striking is that
bank leaders know from history that sometime in the
next ten years there will be another economic
downturn. We can also expect new regulatory
requirements that will limit the flexibility of banks to be
innovative and meet varied customer
needs—there will be banks that acquire and
those that fade into memory.
The question is: what is the path through the
Rocky Mountains of your bank look like? Can you see
the twists and turns and anticipate how you will
survive them? Have you gathered enough information
regarding your customers' changing needs, the ways
your competitors are addressing them, the technology
that will be required in meeting them, the additional
resources that will be necessary, and how well each
of your lines-of-business will be able to perform in
your marketplace? A good place to start is with the
Nolan Annual Bank Performance Study.
Knowing as much as you can and acting on that
knowledge to position your bank or credit union for
success seems elementary, but there may be some
who just like to experience it "fresh."
NOLAN ANNUAL BANK PERFORMANCE STUDY
Nolan Company's annual Bank Performance
Study is currently underwary for 2010. The
other in the industry—starts with
line-of-business financial performance and computes
the underlying productivity, revenue, and cost factors
that contribute to success.
This annual study yields more than 1,200 unique
performance ratios for participating banks and credit
unions. Each performance factor is compared to the
benchmark (top quartile), median, and average of all
participants by size of organization.
Register now to participate in the 2010 Bank
Performance Study by going to
NOLAN COMPANY ANNOUNCES NEW REPORT
THE NEW ERA OF SERVICE DIFFERENTIATION
The Robert E. Nolan Company announces the
release of a new report containing research and
original articles on the topic of service improvement
In the financial services arena, service
excellence has proven to be the dominant market
differentiator. Strong, sustainable relationships with
customers and agents are essential for long-term
success. This new report from the Nolan Company
provides a diverse, real-world perspective on this
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Nolan Events and Sponsorships