Financial Services
Deep knowledge of people’s financial behavior
The financial services industry is unique with extreme pressures: active regulatory oversight, broad consumer choice, and specialized business models. Innovation in this space demands reverence to each of these factors or initiatives will fail.
I have developed a track-record for:
Achieve customer success
Support customer progress
Reduce losses through customer experience management
Drive innovation through deep customer insights
Reduce customer churn
Develop unique customer acquisition tactics
Improve customer lifetime value (LTV)
Customer Insights Events
There is no substitute for speaking directly to consumers about their financial lives. Too many financial services professionals only use quantitative research. Nothing can be more powerful than your company hearing directly from your customers.
Contact me to learn how we can put on your own customer event.
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Understanding the non-prime consumer
American families are divided up between those who have access to short-term credit (and therefore can overcome minor financial disruptions) and those who don’t.
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Helping consumers succeed
Financial services professionals can no longer see themselves as “numbers people.” They have to understand how to work with the idiosyncrasies of human behavior.
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A known expert in the financial services space
When the experts want to know more about how to improve the financial behavior of their clients, where do they turn?
Center for the New Middle Class
Founding Executive Director
Mentions in the Media
I have been quoted as a financial services expert in USA Today, Fast Company, Yahoo! Finance, Forbes, Fox Business, CNBC, CBS News, CNN Money, Bloomberg, Business Insider, Market Watch, among others.
Presentations and Events
I present at conferences, company-wide events, executive presentations, customer insights events, podcasts, and on YouTube.
Research and Insights
I have conducted extensive research into the financial lives of American households. I have conducted hundreds of interviews with everyday Americans about their finances, executed scores of research studies, and collected tens of thousands of survey responses. I designed the longitudinal research study The Survey of American Household Finances.
QUESTIONS? LET’S CHAT.
HAVE QUESTIONS OR JUST WANT TO CHAT?