Brian Moore’s stories

When Neil Papworth wished his associate Richard Jarvis “Merry Christmas” in the very first SMS text message in December 1992, he admits he had no idea how gigantic the texting phenomenon would become. Looking back on that humble beginning, Papworth recently opined: “It’s pretty cool that texting, which was originally intended as kind of an […]

Larry David made his name as the co-creator, head writer and executive producer of Seinfeld but he is well on his way to eclipsing that fame with his hilarious HBO series Curb Your Enthusiasm. He plays himself in the show which consists of him interacting with his celebrity friends, family and the public in a […]

proverbs offer good advice in collections

Lord John Russell, a British Prime Minister during the reign of Queen Victoria, once said “a proverb is the wit of one, and the wisdom of many.” No doubt both wit and wisdom are required for a saying to be passed down generation after generation. But to survive, a proverb must also be applicable to […]

mortgage servicing advice to increase profits and keep customers happy

Each spring, J.D. Power surveys customers of U.S. based mortgage servicers to measure their satisfaction in six factors: new customer orientation; billing and payment process; escrow account administration; interaction; mortgage fees; and communications. The results of the 2017 study are out and the findings are a tough pill for the industry to swallow. After several […]

As the number of delinquent auto loans skyrockets, businesses should turn to proactive engagement to improve their collections strategy.

The Federal Reserve Bank of New York recently reported that the balance owing on newly delinquent car loans in the U.S. rose to over $23 billion in the fourth quarter of 2016, a level not seen since 2008 when the economy was sinking into what became known as the Great Recession. The graph below from […]

By adopting digital solutions, banks can offer greater and more innovative customer service.

Last week I had the pleasure of attending the Consumer Bankers Association’s annual CBA Live conference. More than 1300 senior-level bankers gathered in Gaylord, Texas to network with colleagues and find ways to address a multitude of challenges facing their companies. At the general session, attendees were asked what they thought would be the top […]

Capture the attention of delinquent consumers with digital solutions like proactive engagement.

It’s earnings season. We’re squarely in the time when companies are announcing their performance left and right. Indexes and exchange-traded funds (ETFs) tracking the performance of banking stocks are up 20% or more since November 2016. But that doesn’t necessarily mean lenders shouldn’t be concerned or wary of performance. Some key indicators there may be […]

Digital communication and self-service options help collections strategists secure payment without endangering customer satisfaction.

“What’s fair?” is a question collections executives at banks, telcos, utilities and other creditors have been dealing with for most of their professional lives as they work to stave off bad debt while staying within tight budgets and staying out of court. Given those responsibilities, it can’t be answered without also considering “what works?” These […]

New student loan servicing rules could be released by the CFPB. Companies should adopt proactive engagement technology to get ahead of the changes.

When the housing market collapsed under the wave of sub-prime mortgage foreclosures in 2007, Congress passed the Dodd-Frank Act and established the Consumer Financial Protection Bureau (CFPB). This new, nearly omnipotent agency immediately began work on revising mortgage servicing rules to protect distressed borrowers from losing their home. The new rules required servicers to proactively […]

Sometimes it’s hard to sort the fact from fiction – but in the case of proactive engagement, we’ve got you covered.

It’s no longer simple to interact with customers. They want more from businesses than ever; expecting companies to be anticipatory to help meet their individual needs. Proactive engagement solutions – interacting with consumers through automated voice, text and email messages – have taken a quantum leap over the past decade. An accelerated evolution from archaic […]

J.D. Power released its 2016 Mortgage Servicer Satisfaction Study, which details why mortgage servicers should care more about their borrowers’ satisfaction.

The old adage “you can choose your friends, but you can’t choose your family” might not seem to have much to do with banking, but when it comes to financing your home, it could also be said “you can choose your mortgage lender, but you can’t choose your servicer.” True as this may be, servicers […]

Retaining customers in the financial services industry is a challenge. Banks need to make interactions as effortless as possible.

When a bank onboards a new customer, it may seem like a long time before they’ll need to worry about account retention. But in fact, the honeymoon period immediately after the customer says the equivalent of the matrimonial “I do” is critical for setting the stage for a long and mutually beneficial relationship. According to […]

Meet the Visa and Mastercard mandate for card transaction alerts and build a foundation for growing and maintaining market share

To enhance payment security and reduce fraud, the two largest payment card networks have instructed the banks issuing Visa or MasterCard branded credit and debit cards that they must give cardholders the option to register for alerts related to any transaction on their cards. The deadline for Visa issuers is October 14, 2016. MasterCard issuers […]

Voice biometrics helps protect companies from fraudulent wire transfers.

When you think about bank robbery do you think about Bonnie and Clyde? Or some bad guy with a facemask holding a gun and forcing a teller to put all their money in a bag? If so, then you probably grew up watching the same shows I did, but more seriously, you may have a […]

The Warriors three-point shots revolutionized basketball strategy in the same way as conversational IVR revolutionized the call center experience.

A recent profile in the Wall Street Journal shows how the NBA Champion Golden State Warriors ­– for many years a league doormat – used statistical analysis to determine its traditional strategy of working all of the 24-second shot clock for a chance close to the basket (“down in the paint” in basketball parlance) was […]

Positive emotions yield powerful business outcomes, but so do negative ones. Here are three tips to improve the emotional impact of your customer interactions.

In 2014, Pharrell Williams sang and danced his way into our collective consciousness with his infectious hit “Happy”, inviting us to clap along if we felt “like a room without a roof,” urging us to emotional heights that could not be contained by four walls and a ceiling. If only consumers felt that way about […]

Recently Fannie Mae and Freddie Mac published new guidelines encouraging their servicers to use lower cost-digital channels for borrower outreach.

When the mortgage crisis peaked in the first quarter of 2010, more than one in every seven mortgages in the U.S. were either a month or more past due or in the foreclosure process. Faced with this unprecedented number of delinquent loans, and pressured by regulators and investors to provide better, more responsive service to […]

We all know the old adage, “When life gives you lemons, make lemonade.” But this saying is just as true for customer service as for personal hardships. No customer relationship is perfect, and there are bound to be certain situations or issues which come up, that you as a business simply don’t have control over. […]

Banks should be embracing Millennials’, a largely untapped customer base, preferences for easy, fun, and free.

Millennials, our youngest adult generation, are struggling to save financially. A recent article in MarketWatch trumpeted a headline that 50 percent of Millennials have less than $1,000 in savings. Rather than continue down this dreary road, the article makes a hard about-face by showing older Millennials aged 25-34 are much better at saving when compared […]

No one likes robocalls, but there are certain calls consumers want from the companies they do business with.

I was shaving yesterday morning when I heard NPR’s Morning Edition story on why it’s hard to put an end to unwanted robocalls – and I barely avoided a trip to the emergency room. I couldn’t agree more with the points Yuki Noguchi made. Consumers dislike illegal robocalls and regulators are lining up with consumer […]

Many Americans have yet to get their EMV cards, and others didn’t realize they already had them because they were never told.

OK, I admit it, I’m a procrastinator. I firmly adhere to Mark Twain’s advice to “never put off until tomorrow what you can do the day after tomorrow.” Take this blog for example. I’ve been meaning to write it ever since the deadline passed for U.S. adoption of Europay, Mastercard, and Visa (EMV) chip-enabled credit […]

Up2Drive, a division of BMW Financial Services, uses a virtual assistant called Assist to provide a personal, immediate solution for self-service.

Using technology such as Skype, eBay, and Airbnb to connect with our peers has been so engrained in our society that it has become second nature, and so it’s only natural that would feed into the world of lending as well. The peer-to-peer (P2P or marketplace) lending market is growing quickly. According to PwC, P2P […]

Proactive communication and effortless, conversational self-service experiences go a long way toward ensuring responsible borrowers feel valued by their mortgage servicers.

Did you have a sibling who was always misbehaving, dominating your parent’s attention, and making you feel like an afterthought? That’s not unlike the situation the average mortgage borrower finds themselves in, according to J.D. Power‘s 2015 U.S. Primary Mortgage Servicer Satisfaction Study. “A lot of time and resources have been spent on the live […]

Addressing the FCC’s new TCPA rulings in the contact center.

In my previous post, I talked about the FCC’s new ruling regarding the requirements of the Telephone Consumer Protection Act of 1991 (TCPA). To recap, the ruling discusses what equipment falls within the definition of “autodialer,” addresses calls to reassigned telephone numbers, indicates that consumers can revoke consent by any “reasonable” means, and establishes new exceptions […]

The Federal Communications Commission responded to almost two dozen petitions by a number of companies and trade associations that sought relief or clarification regarding the requirements of the TCPA. Among other things, the ruling discusses what equipment falls within the definition of “autodialer,” addresses regulations regarding certain calls to reassigned wireless numbers, provides consumers with […]

Proactive engagement strategies can help you be a defensive banker and take pre-emptive steps to help customers avoid delinquency

Chances are good that anyone of a certain age will remember the phrase “Aim High in Steering” from their driver’s education class in high school. That’s because most high school driving instructors in the 1950’s and 60’s were trained by the Smith System Driver Improvement Institute, which coined the term to help teach students “Defensive […]

Today’s digitally savvy banking customer calls for a smarter, virtual assistant to meet their needs.

Today’s consumers are always connected and highly demanding. In the banking industry, the days of depositing every check in person are firmly in the past. The modern banking consumer demands an effortless customer experience that offers ease and convenience anytime, anywhere. In the words of Brett King, iconoclastic author of Banking 3.0, “banking is no […]

In today’s society, we still do an awful lot of banking – and being able to do this seamlessly across multiple channels is key. From credit card payments, to check deposits, to loans- consumers want an effortless way to get their banking needs done quickly and efficiently. For instance, my wife still gets a paper […]


  As consumers become increasingly comfortable with “do-it-yourself” banking, financial institutions have been able to cut costs by “right-sizing” customer service operations. But a recent survey commissioned by Nuance Communications shows that both consumers and bank leaders believe it’s time to prioritize proactively engaging with customers and offering a great consumer banking experience. Conducted by […]


In my last two posts, I talked about strategies for collecting from the NOW customer without sacrificing the customer experience.  One key strategy here is using proactive engagement through digital channels, both to improve the customer experience and to save you operational costs. So what expectations should you have for a proactive engagement system? Connect […]


Last week, I talked about the need to put customer service at the forefront of a collections strategy. But how do you do that and still reduce delinquency? With any strategy for customer engagement, it’s important to take stock of the person you’re trying to reach. Here are some of the defining characteristics of the […]


Are there ways to make customers happier with your collections process? Are customers less valuable just because they’re past due? Should collections actually be considered a customer service? Those are the questions I’ve been trying to answer for most of the past 35 years, ever since I got my first collections job in 1979 at […]

For the second year in a row, J.D. Powers is reporting borrower satisfaction with their mortgage servicer has improved. The results of its 2014 U.S. Primary Mortgage Servicer Satisfaction Study show overall satisfaction was up 2.9 percent over 2013. Improvements in satisfaction were even higher for distressed borrowers — those behind with mortgage payments or concerned about […]

Michael O’Rielly, who was made a commissioner at the FCC just four months ago, has wasted little time before confronting one of the largest problems facing companies today – compliance with the Telephone Consumer Protection Act (TCPA). In a blog published March 25, Commissioner O’Rielly says: “The TCPA is supposed to protect consumers from unwanted […]

According to a recent survey of 10,000 consumers, banks have decent rates of customer satisfaction when compared with other industries. Unfortunately, “decent” sounds an awful lot like “descent”, which is the glide path most banks will be on it they don’t take steps to improve how they are perceived by their customers. Of the 16 […]

I saw something this week I hope to never to see again. An entire auditorium being lectured for misbehaving. When I was in the third grade, our elementary school principal made us spend our recess period for a week sitting in silence while he harangued us for bad behavior. He was angry that we had […]

Remember when that was all you needed to say if you reached someone other than the person you intended? Unless you made the call at 3AM, the person on the other end would accept your apology with a polite “that’s ok” and that would be that. Ahh, those were the days. The days before class […]

American Banker published an article highlighting the risks banks face in their home equity line of credit (HELOC) portfolios. Many of these revolving loans were written in the go-go days just before the sub-prime crisis hit in 2006, and their 10 year “interest only” teaser rates are about to expire and convert to full principal and […]

regulations negatively impact the population

As we learned from the endless coverage of the Occupy Wall Street events in 2011 and 2012, the problem with America is that one percent of the population receives unwarranted protection by our government at the expense of the other 99 percent. While I agree with this issue, I have a different definition of the […]

There is no easy approach to managing proactive customer care. Add strict regulatory compliance issues to the mix and you have handed a full blown challenge to your customer service department. There is a fine line between reaching customers with the information they want and annoying them – or worse, breaking the law.  However, not […]

In our always connected society, we increasingly rely on real-time information and notifications in our daily lives – from checking our bank account balance on a smartphone app to getting a text message saying a prescription is ready for pick-up. And, new research commissioned by Varolii shows consumers find this type of proactive outreach from […]

Contacting your customers is critical to running, and growing, your business. The reasons are numerous – you might need to remind them of a delivery or upcoming appointment, alert them to changes to their status or account, advise them that their account is past due, or interact on a variety of other customer service topics. […]

You’ve probably seen the articles that claim we’re exposed to anywhere between 3,000 and 20,000 marketing messages a day. Critics will quickly scoff and say the number is more likely only 250. Only? However you count it, there’s no denying we’re bombarded with messages every day, personal and commercial. And they’re not just on billboards […]

A few months ago the Federal Trade Commission (FTC) announced the winners of its $50,000 Robocall Challenge, launched October 2012, which asked the public to come up with a technical solution to block illegal robocalls. At that time I wrote about my concerns with how the FTC was being careless in describing what constitutes an […]

Last week I urged everyone in the customer engagement industry to write the FCC about the need to clarify and update their rules implementing the TCPA. That’s because as presently written and interpreted, the TCPA makes many legitimate, non-marketing uses of autodialers, recorded messages and system delivered text messages legally risky for companies who want […]

What was missing from the FTC’s announcement of the winners of their Robocall Challenge? Just one word. MARKETING Recently the FTC held a press conference to announce the winners of their $50,000 Robocall Challenge, launched October 2012, which asked the public to come up with a technical solution to block illegal robocalls. In his presentation of […]

Consumers of all ages rely heavily on mobile devices when it comes to organizing their lives – and that includes their finances. But are they really getting what they want from their mobile banking apps? A new study commissioned by Varolii shows that banks still have work to do to meet customer expectations when it […]

That’s all. They just want to know. They want to know if they’ve qualified for a loan modification or if they’re going to lose their house to foreclosure. Can they make an interest-only payment this month, or perhaps skip a payment altogether? They want to know any of a variety of things which not knowing […]

Joseph Heller does not get enough credit for coining the term “Catch 22”. How many authors can claim a phrase that conveys so much meaning in two little words, immediately understood as a shorter yet more eloquent version of “between a rock and a hard place”? In the book by the same name, Catch 22 […]