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Corporate Strategy Hits My Nabe

A Flood of Banks and Cash Machines

October 2007 By Denny Hatch
7

In the News

Canadian bank agrees to purchase Commerce
The proposed sale of Commerce Bancorp to TD Bank Financial Group, of Toronto, for $8.5 billion raises questions about the future of the Commerce brand and Commerce culture, which brought Sunday hours and other conveniences to the stodgy banking world. The Cherry Hill bank was offered for sale by its directors after they ousted founder Vernon W. Hill II in June under the cloud of a federal investigation. Commerce has been operating under a consent decree related to a federal investigation into insider dealings between Hill and family members.
The sale proposal, announced yesterday morning, came more quickly and at a lower price than expected. Executives at the two companies insisted yesterday that the Commerce culture would live on.

Harold Brubaker, Philadelphia Inquirer, October 3, 2007
I live in Center City Philadelphia six blocks from Independence Hall. Around the corner is Philly’s hangout for mostly kids—what Gourmet magazine called “raffish South Street.” There you can get tattooed, body pierced, tanned, a fine Philly cheese steak at Jim’s, hear live funky music every night at TLA and foul stand-up routines at a comedy club, buy sex toys at Condom Kingdom, and eat at any of 40 neighborhood restaurants ranging from D+ to A+. If you’re a HOG, you will find Mako’s Retired Surfers Bar & Grill, where you will meet and greet other Harley-Davidson owners from all over the country. Plus, of course, we have all the usual small neighborhood businesses—dry cleaners, convenience stores, optician, deli, etc.

For a number of years on the corner of Second and South, a big Blockbuster Video store tried to make it and didn’t. It shuttered earlier this year and a developer assembled the space along with two additional storefronts and sold the whole shebang to Citibank, which is in the beginning stages of a massive renovation. This is one of 21 branches Citibank is opening in Philly.

Under construction across the street from this new Citibank emporium is a dinky single storefront with a brightly lighted sign that proclaims the coming of Bank of America.

My little neighborhood already has three banks—Wachovia, Commerce and Hudson United (HUB)—plus a check-cashing/PowerBall/Lottery establishment and cash machines everywhere.

What do Citibank and Bank of America bring to the party?

The Business of Siting
Somebody once told me that the most sophisticated and successful research operation for buying land on which to site a successful business is McDonald’s. The corporation has developed highly sophisticated matrixes and algorithms based on traffic patterns and population demographics, so when a McDonald’s open up, the franchisee is virtually guaranteed a money machine.

The second-most successful site research is done by Burger King, although a bit less sophisticated than McDonald’s.

Burger King watches McDonald’s, and opens up close by.

Chances are very high that if you see the Golden Arches, a Burger King will be there also and vice-versa—in this country and all around the world.

Life in Center City
My neighborhood in Philadelphia is not a whole lot different than it was in the nineteenth century. Our little brick row house was built in 1817. Two short blocks away is St. Peter’s Episcopal Church, a National Historic Landmark that has been in continuous use since 1761. With the exception of Society Hill Towers—three Bauhaus-looking high-rise buildings three blocks away designed by I.M. Pei—this is a campus-like community of mostly single-family townhouses stretching for eight blocks North and West and 40 blocks South.

Takeaway Points to Consider:

* If you are entering an already mature marketplace, you cannot be successful simply offering more of the same.

* Your competitors who got there first will have creamed the market—acquired all the obvious customers plus a lot of second-tier ones and built long-term relationships—which means you will be forced to try and build a business on the leftovers.

* Is it possible to steal customers from entrenched competitors? Yes, but it’s not easy. “Better the devil you know than the devil you don’t know,” wrote Irish proverb anthologist R. Taverner in 1539. (It is better to deal with something bad you know than with something new you don’t; the new thing might be even worse.)

* Commerce Bank—currently with 444 branches—stood the consumer banking model on its ear by calling itself “America’s Most Convenient Bank” and living up to the promise.

* Unfortunately Commerce’s CEO and founder, Vernon W. Hill II—who ran the corporation as his private fiefdom—was ousted for corruption. With the visionary gone will the new owners commoditize it? Probably. Their stockholders will want to see profits, which come from cutting people and services and raising fees.

* A full-page ad in yesterday’s New York Times announced the merger with the headline: “When it comes to service and convenience, the bar is about to be raised.” My bet: The bar is where hundreds of loyal employees will be found when the layoffs are announced.

* A full-page ad in today’s Inquirer offered a 4.75% APY if you open a Citibank personal or business money management account with a balance of $50,000.00 or more. What a great reason for the kids on South Street—with their tatoos, body piercings and jeans worn half-way down their butts—to rush in and open an account!

* “Imitation is the sincerest form of collective stupidity.”
—Bill Munro, late marketing manager of PepsiCo

P.S. An Invitation
Peggy and I will be attending DMA07, October 13-18 at McCormick Place West in Chicago. Stop by booth #610 and say hello!

Web Sites Related to Today's Edition:

TD Bank Financial Group
http://www.td.com/

Citibank
www.citibank.com/

Bank of America
www.bankofamerica.com/

U.S. Trust
www.ustrust.com/

Commerce Bank Online
http://www.commerceonline.com/

Commerce Bank Sold to the Canadians
http://tinyurl.com/2rly86

Target Marketing Group DMA Conference & Exhibition Preview
http://tinyurl.com/336n4q
 
7

COMMENTS

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Comment *
Most Recent Comments:
Ross Turney - Posted on October 04, 2007
I sent this issue to a very senior person at TD who I used to know well. I hope he repies because TD has about the best service and hours reputation of all the big 5 Canadian banks. If he doesn't or doesn't get someone else to post a comment, then I would think that you might be correct in what TD would do with Commerce Bank.
Judy - Posted on October 04, 2007
Hi Denny,

First of all, I really enjoy your articles. They're well written and informative.

To Jeff's comment: "Thus, the "take away" from this article is that sometimes share holder value, rather than customer value, is the rationale for business decisions. Whether or not it should be is a whole other subject.", this is true of many business and not just retail. It is unfortunate. The company for which I work constantly makes decisions that only please the shareholders, and to make us look better so we can be bought by another company (this recently happened and it's supposed to happen again within 2 years). While our fat cat CEO is making $100million, central services like IT, Accounts Payable/Receivable and Collections are being outsourced to India. For the customers who interact with our fiance department, the end result of this will be that our customers will no longer have the actual people in the company helping them and calling them. Rather, they will be contacting, and be contacted by, people who know nothing about our business and can't speak the language. With the outsourcing of our IT department, it means that the employees of our company will have to call a number that is routed to India if the printer two feet away is out of toner. You have to wonder when corporate heads make decisions based purely on economics without considering the negative effect on customers, because it's ultimately the customers who make or break your business.
Carolyn Hansen - Posted on October 04, 2007
Join a credit union. Banks are only good for giving people high blood pressure. (Although your description of pre-purchase Commerce sounds pretty amazing.)
Rob - Posted on October 04, 2007
Banks are on a branch-buiding spree in high-income zip codes around the country, paying high rents and stifling commercial strips in the process. I myself don't get it - I have direct deposit and do online banking, so I rarely even make an after-hours deposit at the ATM, much less use a teller when the bank is open. One theory is that these branches are actually billboards rather than money-making enterprises, driving the "brand" in areas where the well-healed live and congregate. Below are links to stories in the Chestnut Hill Local about this bizarre trend:

http://www.chestnuthilllocal.com/issues/2007.08.16/news1.html

http://www.chestnuthilllocal.com/issues/2007.08.23/news1.html

Mike McCormick - Posted on October 04, 2007
Hi Denny,
Thanks for writing this "... loveless nastiness we come to expect from bean counters that big corporations allow to make marketing decisions." Bingo.
Mike McCormick

Jeff Bryant - Posted on October 04, 2007
Denny-
I always love your articles, but I'm afraid this one is off the mark. The main reason why CitiBank and Bank America are moving to your 'hood has nothing to do with the ROI they expect from those new business sites. Instead, it has everything to do with market share. By not being there, those two big banks are essentially giving away that demand to their competitors. Also, they would be letting their competitors benefit from the cash flow that results from the CitiBank and Bank America customers who pay fees to use the Wachovia, etc. ATMs. Unlike your neighborhood pubs who have to compete by one-upping each other with new features and offers, the banking industry in this country competes against each other on Wall Street, not Main Street. Thus, the "take away" from this article is that sometimes share holder value, rather than customer value, is the rationale for business decisions. Whether or not it should be is a whole other subject.
Tom Cannon - Posted on October 04, 2007
Denny, Your article gives me hope; common sense and treating people right doesn't require an MBA, but they appear to be dazzling business assets! I'm new to your column and I really like your approach. More later,
Tom Cannon
Click here to view archived comments...
Archived Comments:
Ross Turney - Posted on October 04, 2007
I sent this issue to a very senior person at TD who I used to know well. I hope he repies because TD has about the best service and hours reputation of all the big 5 Canadian banks. If he doesn't or doesn't get someone else to post a comment, then I would think that you might be correct in what TD would do with Commerce Bank.
Judy - Posted on October 04, 2007
Hi Denny,

First of all, I really enjoy your articles. They're well written and informative.

To Jeff's comment: "Thus, the "take away" from this article is that sometimes share holder value, rather than customer value, is the rationale for business decisions. Whether or not it should be is a whole other subject.", this is true of many business and not just retail. It is unfortunate. The company for which I work constantly makes decisions that only please the shareholders, and to make us look better so we can be bought by another company (this recently happened and it's supposed to happen again within 2 years). While our fat cat CEO is making $100million, central services like IT, Accounts Payable/Receivable and Collections are being outsourced to India. For the customers who interact with our fiance department, the end result of this will be that our customers will no longer have the actual people in the company helping them and calling them. Rather, they will be contacting, and be contacted by, people who know nothing about our business and can't speak the language. With the outsourcing of our IT department, it means that the employees of our company will have to call a number that is routed to India if the printer two feet away is out of toner. You have to wonder when corporate heads make decisions based purely on economics without considering the negative effect on customers, because it's ultimately the customers who make or break your business.
Carolyn Hansen - Posted on October 04, 2007
Join a credit union. Banks are only good for giving people high blood pressure. (Although your description of pre-purchase Commerce sounds pretty amazing.)
Rob - Posted on October 04, 2007
Banks are on a branch-buiding spree in high-income zip codes around the country, paying high rents and stifling commercial strips in the process. I myself don't get it - I have direct deposit and do online banking, so I rarely even make an after-hours deposit at the ATM, much less use a teller when the bank is open. One theory is that these branches are actually billboards rather than money-making enterprises, driving the "brand" in areas where the well-healed live and congregate. Below are links to stories in the Chestnut Hill Local about this bizarre trend:

http://www.chestnuthilllocal.com/issues/2007.08.16/news1.html

http://www.chestnuthilllocal.com/issues/2007.08.23/news1.html

Mike McCormick - Posted on October 04, 2007
Hi Denny,
Thanks for writing this "... loveless nastiness we come to expect from bean counters that big corporations allow to make marketing decisions." Bingo.
Mike McCormick

Jeff Bryant - Posted on October 04, 2007
Denny-
I always love your articles, but I'm afraid this one is off the mark. The main reason why CitiBank and Bank America are moving to your 'hood has nothing to do with the ROI they expect from those new business sites. Instead, it has everything to do with market share. By not being there, those two big banks are essentially giving away that demand to their competitors. Also, they would be letting their competitors benefit from the cash flow that results from the CitiBank and Bank America customers who pay fees to use the Wachovia, etc. ATMs. Unlike your neighborhood pubs who have to compete by one-upping each other with new features and offers, the banking industry in this country competes against each other on Wall Street, not Main Street. Thus, the "take away" from this article is that sometimes share holder value, rather than customer value, is the rationale for business decisions. Whether or not it should be is a whole other subject.
Tom Cannon - Posted on October 04, 2007
Denny, Your article gives me hope; common sense and treating people right doesn't require an MBA, but they appear to be dazzling business assets! I'm new to your column and I really like your approach. More later,
Tom Cannon