OBJECTIVE: Increase customer satisfaction and loyalty by identifying heavy users of "foreign" ATM machines and proactively sending them a list of ATM machines that can be used without additional fees.

Many customers may be unaware that no-fee ATM machines are available in their area, and consequently, have been using ATMs that include a fee for cash withdrawals.  Proactively providing a list (or better yet, a map) of fee-free ATM machines sends the message that you care about your customers and will go that extra step to help them save money.  

The query is executed at the account level and finds customers who generate more than $13 per year in foreign ATM fees (this amount of foreign fees typically indicating at least one foreign ATM transaction per month):

In this example 1,584 customers were found.

A corollary to this tactic is to identify users of foreign ATMs who are highly profitable or carry large balances.  In a relationship building tactic, you might offer a certain number of free foreign ATM transactions per month.  The query is executed at the account level and finds customers who generate $13 or more per year in foreign ATM fees and have large deposit and loan balances:

This query found 584 matching households.

To find profitable households who generate $13 or more per year in foreign ATM fees, execute this query at the household level (including B households is optional):

This query found 977 matching households.

IDEAS:  

• Send a letter to the customer letting them know that in an ongoing effort to help them save money, you are providing an updated list of ATM machines they can use without any extra charges.

• Provide a map of all fee-free ATMs.

• Promote your drive-up ATMs if you offer them.

• Mention any new ATM locations that are being added.

• Mention any shared branch facilities that might be available.

• Use iNTEGRATOR's geo-mapping to see where the heavy foreign ATM users live and consider installing new ATM machines in appropriate locations.

• Consider offering three free foreign ATM transactions to profitable and/or high balance households to build stronger relationships with these premium households. 

CAVEATS: If your institution makes a significant amount of profit from foreign ATM fees, you may want to encourage foreign ATM usage instead. 

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