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GonzoBanker Blog

A collection of observations, ruminations, predictions and random thoughts from Cornerstone Advisors

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Best Practices (4)

Bank Contact Centers: “It’s the people, stupid!”

Every time a presidential election passes, I feel a little pang of nostalgia. Not for any deep...

Managing Bank Regulations: Are You a Dodo or a Cockroach?

Remember the toy, Spirograph? You probably had one when you were a kid. If you used the Spirograph...

Two Ways to Get Real Change

“Turn and face the strange. Ch-ch-changes.” –David Bowie Ah yes, conference season … that glorious...

Building the Agile Bank

Between the dominant national banks in America and the hundreds of fintech startups aimed at...

3 Irrational Biases You Should Eliminate from Your Organization

Last month I was invited to Las Vegas for a friend’s bachelor party (nice guy but he’s never been...

5 Steps to Mastering Banking Complaints from Customers

News flash! Banking customer experience should be best in class at most businesses in America this...

Top 4 Performance Stats That Will Blow Your Mind

In our line of work, we see a lot of processes and benchmark a lot of data. Here are four...

Blowing Up the Useless Senior Management Meeting

To all banking executives across the land, I have a news flash: your recurring senior management...

Negotiating the ‘Gotchas’ in Vendor Contracts

I recently misspelled my wife’s first name when I booked an airline ticket. There’s no easy fix to...

Does Your Bank Test and Learn?

There is a simple fact that is critically undermining most strategic plans in our industry today:...