HIGH STAKES
THIS ISSUE: THE BANKING INDUSTRY
As we move ever closer to economic recovery, banks and other financial institutions must not rest on their laurels, content to have simply made reputational progress in recent months. Those who seize the momentum to fortify their brands will reap rewards from stakeholders who remember leadership during crisis far longer than the crisis itself.
In this issue, we study how banks can best build on the reputational progress they’ve made…Gain insight from Independent Community Banks Association Senior Vice President for Communications Karen Tyson…Examine the blogs covering banking issues…And look ahead to how the evolving executive compensation debate will create ongoing leadership opportunities moving forward.
Strategies: Building on Banks' Reputational Progress
Last week, the Chicago Booth and Kellogg School’s Financial Trust Index showed that trust in the banking sector has climbed four percent since March of 2009. While the fact that 33 percent of Americans now trust the banking system does demonstrate progress, it also confirms that there is still much work to be done to overcome the brand issues raised by the greatest financial crisis since the Great Depression.
Whether the topic du jour has been the repayment of TARP funds, skyrocketing executive compensation, stress tests, lax regulatory oversight, questionable risk-management procedures, or unprecedented investor anger, scarcely a day has passed since Bear Stearns’ March 2008 collapse that banks have avoided the harsh spotlight.
Today – with TARP funds being repaid to the Treasury, suggestions for regulatory remedies beginning to emerge, and earnings reports showing profits for some and continued unease for others – the financial services industry stands at a critical juncture. Now is the time to seize the momentum and begin the work of rebranding in earnest. To that end, banks seeking to enhance their public standing would be wise to consider the following prescriptive measures:
Get back to basics. By their very nature, banks and financial institutions are conduits for investors and businesses to build for the future. In fact, the strength and stability of the banking sector enables the critical components that are necessary for an overall economic recovery. Banks are where consumers turn for car and home loans; where investors turn to build wealth and financial security; and where businesses turn for the capital formation that creates jobs, promotes innovation, and stimulates the economy. By effectively articulating this narrative, banks can not only assume coveted leadership positions in restarting the economy; they can also better leverage the media’s bully pulpit by providing powerful, compelling, and forward-looking stories that will diminish the current focus on mistakes of the past.
Don’t get bogged down in detail. Increased capital reserves, stronger earnings, and other signs of enhanced financial strength and stability are certainly good news – but simply articulating the hard numbers isn’t enough. These milestones should be discussed in the context of how they helping consumers and investors live the American Dream. They key is to reach stakeholders on an emotional, as well as intellectual level. That’s how banks can best move from being seen as part of the problem, to being recognized as part of the solution.
Understand the power of symbolic gestures. With a great deal of consumer and investor anger still permeating the financial services marketplace, banks would be wise to show that their executives are sharing in the economic hardship their choices helped bring about. By reigning in lavish bonuses, massive pay packages, and the myriad excesses that came to define the industry during the height of the financial crisis, banks can demonstrate that “business as usual” has truly become a thing of the past.
Embrace digital and social media. With the blogs driving traditional media coverage like never before, vigilant monitoring of the online space for nascent brand threats is an Information Age imperative. But being prepared to shape a story before it reaches the mainstream press is only one part of the online equation. By turning to platforms such as Facebook and Twitter not only as messaging venues, but as tools for resolving customer service issues in real time, banks can further foster strong relationships with their consumers and lend a human face to what are all-too-often only seen as cold, corporate entities.
Industry insight: Karen Tyson, Senior Vice President for Communications of the Independent Community Bankers of America
As Senior Vice President for Communications of the Independent Community Bankers of America, Karen Tyson has been at the center of solving the greatest reputational challenges facing America’s more than 8,000 community banks since the first signs of financial crisis emerged. As a communications professional that has been on the front lines of one of the most intensely-scrutinized business issues of the day, she shared her insights on the community banking landscape with High Stakes™:
How have community banks gone about the task of regaining public trust in the wake of global financial crisis? In your estimation, have their efforts been successful? How must those efforts evolve in the coming months?
Karen Tyson: At the outset of the current financial crisis, one of the greatest concerns facing community banks was to avoid being painted with the same brush that tarred the bad actors. So, from day one, our job at ICBA has been to differentiate community banks from the institutions whose practices led most directly to the economic turmoil we’ve seen over the last 18 months.
In our public statements, we’ve highlighted community banks’ risk-averse nature, that they are strong, safe and stable, and the fact that they are committed to “common sense relationship lending.” Those messages have been echoed by many of our member institutions – and in some pretty creative ways, as evidenced by the community banks that have held town-hall meetings to assuage consumer anxiety within their communities and spread the message that community banks aren’t to blame for current economic conditions.
I don’t think there’s much doubt that those efforts have been successful -- we’ve garnered significant positive media coverage for community banks. Now that significant progress has been made in articulating that community banks weren’t the problem, our focus is to ensure they continue to be well-regarded and have the ability to continue to serve a significant role in our nation’s economic recovery.
Of all the myriad audiences that community banks must address in the coming months, which are most vital to the industry’s reputational goals?
Karen Tyson: It’s consumers that drive this industry, so as always, they need to know that their community banks are there to meet their financial needs and goals – just like they’ve always been.
In the current environment, Congress and regulators remain an audience that is vital to the industry’s interests. While community banks have recently won some important legislative victories – and many policymakers sing community banks’ praises – there are still aspects of an impending regulatory overhaul that could place an undue and unnecessary additional compliance burden on community banks for a problem they didn’t cause. We must continue to stress the value of community banks to their communities’ recovery efforts and the continuing vitality of our national economy as a whole.
What’s next for community bankers? Are there issues emerging on the horizon that the industry needs to be aware of?
Karen Tyson: It’s hard to look too far ahead when you’re facing what could be historic change to an industry. Everyone is focused on the problems at hand – namely, ensuring that new regulations don’t adversely affect community banks and their customers.
I will say, that community banks are extremely optimistic about the future – and they have good reason to be. The general public is distrustful of the large players in the financial services marketplace. This already has and should continue to open up a great deal of opportunity for community banks who build their reputations on trust and strong personal relationships.
Blogs and bankers
Back in April, a single erroneous blog post on the results of the federal government’s banking stress tests sparked premature panic that led to a massive Wall Street selloff. In an era of economic anxiety, you must actively monitor and engage the blogosphere in order to dispel misinformation that could savage your bottom line, as well as tap an invaluable source of intelligence on the issues impacting your business today.
Here’s a look at five blogs that will help you stay ahead of the curve:
Payments News
Maintained by Scott Lofteness of Glenbrook Partners, Payments News is one of the leading sources of financial industry news online.
The Bankwatch
The Bankwatch is an invaluable source of information for the financial services industry, covering everything from regulatory developments to bank marketing strategies.
Bank Lawyer's Blog
A must-read for those in the banking or financial services industry, Bank Lawyer’s Blog provides in-depth analysis and forward-thinking advice as it pertains to the legal side of the industry.
The Financial Brand
This top-notch blog focuses primarily on branding for the financial services industry, from the latest awareness campaigns to examples of banking brands under fire.
The Better Banking Blog
The Better Banking Blog is an excellent resource for news and information on the latest financial services innovations, particularly relating to customer service, brand reputation, and even social media.
What’s next? Will banks lead, or be led on executive compensation?
Last week, Obama Administration pay czar Kenneth Feinberg demanded significant executive compensation reductions at seven firms that were rescued by the Troubled Assets Relief Program (TARP). Mr. Feinberg then went a step further, voicing his desire to see the pay cuts extend across much of the financial services industry. The question now before banks is simple: Do they want to be seen as leaders of reform on this marquee issue, or as pawns in a game others are playing?
Over the last 18 months, we’ve heard quite a bit about the outdated risk/reward structures that permeated the financial services industry in the years leading up to the current economic crisis. For far too long, critics say, the pay that bankers took home simply didn’t align with performance. When the consequences of their actions resulted in the worst economic downturn since the Great Depression, most escaped relatively unscathed while investors (and eventually taxpayers) were left to pay the bill.
Now, no issue is stoking investor and consumer fury quite like executive compensation. But for the companies that may soon find themselves in the eye of the storm, a template for calming the waters has emerged across the pond.
Five UK banks – Barclays PLC, Standard Chartered PLC, Lloyds Banking Group, Royal Bank of Scotland, and HSBC Holdings PLC – have announced that they will adhere to strict new bonus rules outlined in a non-binding remuneration code issued by the UK’s Financial Services Authority. The code calls for greater transparency, deferral of payments, and clawbacks as vital elements of strong risk management. Though the banks were by no means obligated to adopt the new rules, they have done so anyway – and sent a powerful message to the marketplace that they are committed to not repeating past mistakes.
Now, these banks – along with other companies such as Microsoft, which has adopted a “say on pay” provision, and Goldman Sachs, which has long advocated curbs in executive pay – have set the reputational standard that all of their competitors must meet.
At a time when investors, consumers, regulators, and media are looking for answers in the form action, these banks have not only assumed a leadership position on an issue of increasing importance to audiences that run the gamut; they have provided an actionable example for firms that will face future criticism of their pay policies.
This month's top posts on Levick's...
Gene Grabowski discusses David Letterman’s recent scandal and how the late night host did precisely what was called for from a crisis communications perspective.
Larry Smith chats with plaintiffs’ attorney D. Brian Hufford about what’s next for healthcare insurers in the wake of recent litigation concerning reimbursement payments and post-payment audits.
High-powered attorney Chip Babcock – an expert at shaping public perception during trial – chats with Larry Smith about litigation communications tactics and strategies.
Dallas Lawrence writes about the importance of using social media to cultivate relationships with potential brand ambassadors before your next crisis strikes.
Bulletproof’s newest weekly feature outlines the top six tips for surviving a YouTube-driven reputational crisis.
Just Published
When news cycles are measured in minutes rather than hours, rapid responses to crisis are absolutely essential to winning the communications battles.To help ensure success in the Court of Public Opinion, Levick Strategic Communications presents the second edition of the Crisis Communications Desktop Reference. Featuring updates on issues of critical importance to communicators - as well as a comprehensive look at the issues arising out of the current economic crisis - it is a fully searchable, downloadable desktop resource covering more than two dozen topics of urgent concern to business. It provides, with a click of the mouse, the strategic guidance you need the moment a crisis strikes. Download the complementary Crisis Communications Desktop Reference today.
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Future High Stakes™ issues
Navigating the Consumer Product Safety Improvement Act:
Higher standards and harsher penalties are now in play for any consumer product company that initiates a recall. Are you ready to go beyond compliance?
Patents & IP Litigation:
High-profile intellectual property cases threaten to sink stock prices. How can companies protect themselves in the wake of a negative ruling?
CEO Departures:
Whether in the midst of crisis or at the end of a long and successful run, CEO departures present critical communications challenges for the company left behind. Do you know how they are best overcome?
More to come:
- Coming to America
- Diversity
- Education
- Executives Behind Bars
- Food
- Global Capital Markets
- Intellectual Property
- Internal Communications
- Internal Investigations
- Monetizing Moments
- Money Laundering/Money Transfers
- New Media/Social Networking
- Product Liability
- Professional Services Crises
- Public Equity
- Whistleblowers
- Reputation Management – Celebrity
- Reputation Management – Corruption
- Reputation Management – SEC Investigations
- Tourism
- Trade
Next month in High Stakes™: NAVIGATING THE CONSUMER PRODUCT SAFETY IMRPOVEMENT ACT