14 people have called or asked me about FDIC insurance and whether or not their bank is stable.

I answered the FDIC questions and also went to check bank ratings - but why weren't these people calling their banks?

Then I started thinking like a customer... Does it really make sense to call your bank's branch? Your likelihood of getting someone to answer the phone today is probably pretty thin - mid size banks with outsourced call centers are best able to respond... but who is equipped to answer questions about FDIC and solvency? Are FDIC and "Solvency" in the customer support script? Is their a "press 7 for FDIC explanation on the automated phone system? You probably want to talk to a person.  Good luck.

How about the banks' websites? I journeyed to WAMU, Bank of America, Wachovia, PNC, Citi, Bank United (By accident - but their stock price scared me - 2 shares for a dollar....), Peapack Gladstone, Commerce, Sovereign, Chase, Umpqua ... Scary - No "new" information, none of the sites were adjusted to the news of the day - Is your money safe at your bank?"

Of course ETrade, Fidelity and Ameritrade would be better - Nope (OK, the Law and Order guy on TDAmeritrade gave me some comfort - but maybe not the best ambassador when the government is turning banker)

The question. "Is my bank at risk?" and all the FDIC questions? Of course go to Money, Kiplinger or just Google - How about Google "FDIC" where one of the most popular searches is "Failed Bank List" really not comforting.

Are any banks strategically buying ad space on Google and other ad networks? Type "bank FDIC" in Google and you'll see advertisements for Bank of America, INGdirect (so FDIC was not all caps - confidence and trust building - not so much), PNC ads, Emigrant and CDBank.com - they are definitely getting traffic - but have they updated their destination pages? Their microsites? Nope.

So what is the point?

Banking is behind the curve in CRM. You knew that already.

Banks are not prepared for "news" and popularity? Business as usual, as in decades ago, is still the norm. Shouldn't disaster recovery include a customer contact plan (hint - a segmented customer communications plan)

Customers will tighten their dependence on having a branch nearby - that they can race to and get their money out. Yes.

Do bank marketers, communications departments and agencies know that "FDIC" was the 43 most popular search on Google yesterday (List of banks in trouble was no.42)? Wachovia Stock was #4 on Google Hot Trends?  

Bank web sites are a mess, indifferent, undifferentiating and untimely.

The point - Banks have a lot of room for improvement on all customer relationship management fronts.

ROI Impact? Bank's best customers are affected. When they feel vulnerable, uninformed and distant they are most likely to leave or be seduced by a relationship manager that "cares" ( = called them, emailed, contacted). Missed opportunities? If your a relationship manager, call your top prospects today, be prepared to discuss FDIC insurance structuring, your instituutions strength and know a little something about your competitors. Hand hold your best prospects. Database marketers, perform a report of all customers exceeding FDIC insurance limit, check maturities for prioritization. Arm branch managers, relationship managers and contact centers with call/responder list and objectives.