Out of this world

Overheard: Aerospace and airport VIPs commemorate Space City Month at IAH

Mario Diaz, CEO of the Houston Airport System addresses the crowd gathered to celebrate the Apollo 11 anniversary this weekend. Natalie Harms/InnovationMap

Houston, we have liftoff of a space-filled weekend. Saturday, July 20, marks the 50th anniversary of Apollo 11 touching down on the moon, and that calls for a celebration, as well as a commemoration.

Houston First, Space Center Houston, NASA, and United Airlines teamed up to host an international delegation at George Bush Intercontinental Airport in Terminal C on July 17. Various space or Space City VIPs took the stage to discuss their memories of the lunar landing and the role Houston played in the monumental event.

“Our hope is to be an airport system that reflects Houston’s role as a leader on the global stage and to have our city standing as truly international business and cultural center. With both Bush and Hobby airports having earned four-star ratings, we are built to meet those expectations.”

— Mario Diaz, executive director at Houston Airport System. Bush Intercontinental Airport is also celebrating its 50th anniversary since opening in 1969.

“It is the innovative spirit of the people of this city that help give the world our new perspective. We are all neighbors, and we must all face the future as one. How wonderful that understanding is now with Houston having become the nation’s most diverse city in the country with one in four Houstonians being foreign born.”

— Houston Mayor Sylvester Turner, referencing a ranking released earlier this year.

“This week, we are celebrating this anniversary and time when we did so much more than we thought we could. … [the Apollo mission] was an inspiration to us then, and I think continues to be an inspiration to all of us even now.”

Peggy Whitson, former NASA astronaut who holds the record for the United States for her 665 days in space.

“Houston is the Space City, because the Johnson Space Center is the home of human space flight. As you know, ‘Houston’ was the very first word spoken from the surface of the moon. And, it wasn’t a fluke. They knew who they needed to talk to, and it was Houston.”

— Mark Geyer, director of NASA's Johnson Space Center.

“In roughly three years, we will have astronauts back in the region of the moon — this time women and men. And soon after that, back onto the surface of the moon again in our mission called Artemis.”

— Geyer continues to say of NASA's lunar exploration plans.

“Just a few weeks ago, [Space Center Houston] inaugurated the completely restored mission control operations room from the Apollo era. We’ve done a restoration and taken it back to the 1960s, and it appears as if the flight controllers just got up to take a break.”

— William Harris, CEO of Space Center Houston. The organization is NASA's official tourism arm and houses 250,000 square feet of indoor and outdoor exhibition space.

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Building Houston

 
 

A Houston founder shares an analysis of relationship banking, the pros and cons of digital banking competition, and an outlook of digital banking inroads to develop relationship banking. Photo courtesy

After our doctor and our child’s school, a bank is an institution with which we share the relationship that is most personal and vital to our well-being in this world. Some might put a good vet third, but other than that, no private entity is more responsible for escorting us to a healthier and happier outcome over the course of our lives.

The bank vault is a traditional symbol of security and prosperity, and not just for our pennies. We safeguard possessions in banks that are so important we don’t even trust keeping them in our own houses. Wills, birth certificates, and the precious family heirlooms of countless families are held in safety deposit boxes behind those giant vault doors, and banks have been the traditional guardians not only of our wealth but our identity and future as well.

The importance of relationship banking

Faith and confidence in our banks is so fundamental to the customer relationship that it has evolved into a unique and otherwise unthinkable arrangement for any good capitalist in a healthy marketplace: banks pay us to be their customers. Imagine a doctor offering you $20 for trusting them to give you a colonoscopy and you’re on the road to understanding the sacrosanct union between bank and customer.

In fact, this trust is so deeply anchored in the American psyche that a new generation of digital banking companies has sprung up on the idea that it doesn’t need to exist in physical reality. The fintech industry has exploded in the last decade, and today, over 75 percent of Americans are engaged in online banking in one form or another. Every single one of those 200 million customers are taking for granted that they will be well served, despite having no personal guidance through any of the financial products and services that these online entities provide.

Benefits of fostering relationships with banking customers

In the late 90s and early 2000s brick-and-mortar banks realized that greater personalized care for their customers was going to be a critical point of competition. The in-person experience is an opportunity to offer advice and incentives for a wide range of products and financial management assistance. It’s rooted in an incredibly simple axiom that is taking hold in every aspect of modern society: everyone benefits if we all get along better.

There’s a lot of statistical traction behind this theory. Customers who report they are “financially healthy” are down 20 percent over the last year, which means people are looking for guidance. 73 percent of customers who visit a local bank branch report having a personal relationship with their bank, while only 53 percent say the same of their digital institution. Most importantly, although many digital banks are offering similar products and services to their real-world counterparts, customer engagement remains very low.

It starts with your products

The truth is, today’s bank customers still want that same personal relationship their great-grandparents had before they engage with deeper financial products and services. They believe it makes them more financially successful, and confirm that human connections and economic prosperity go hand-in-hand.

Products that are Challenging for Digital Markets

Residential mortgages, for example, are an $18 trillion dollar industry that deals in durations longer than most digital banking services have even existed. The perception of continuity and stability is highly valued by clients in the mortgage relationship. Today, most customers feel that only comes with a handshake and a smile from an employee who has to fit in a meeting before they pick their kids up from school.

While digital firms have proven themselves capable of offering savings and checking services, most have fallen flat on the mortgage front because of the premium on personal relationships. Loyalty is the reward for time, service, and shared experience, and financial institutions that cannot provide that package for their customers are never going to access a deeper and more meaningful portfolio of services.

Finding Well-suited Products for Digital Finance

The message for the digital finance world is as clear as it is pressing. The future of the industry will revolve around more personalized experiences, interactions, and long-term products. At the same time, the American public has embraced digital banking, and we are looking at a new generation of bank users who may never walk through a branch door in their life.

In order to compete, the digital industry will need to identify and develop a range of long-term products and services that make sense for customers in today’s environment. Mortgages may be out of the question, but the safety deposit box holds great promise for industry in-roads. Optimal services for deeper, more personal customer engagement include things like:

  • Legacy and estate planning
  • Will preparation and safeguarding
  • Preservation of cherished photos and videos
  • Important personal data storage


Because these things are product-based, they are well suited to the digital ecosystem. The cryptocurrency industry and modern online banking have solidified consumer confidence in the digital bank vault, and there is a great deal of faith in the perpetuity of electronic documents and storage.

The IRS estimates that upwards of 90 percent of Americans are E-filing their taxes and that only comes with a widespread belief that our highly sensitive information can and will be preserved and protected by digital architecture.

Secure your future

Digital banking firms that want to thrive in the upcoming decades are going to need to innovate in long-term financial planning products that bring their customers into a closer, more personal relationship with them.

The finance world will continue to change and develop, but the hopes, fears, and dreams of people trying to build and secure a better future for themselves and their children will remain the same for tomorrow’s customers as they were for their parents and grandparents.

It is up to the digital finance industry to adapt and develop to provide the customers of today—and tomorrow— with these invaluable services and securities.

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Emily Cisek is the founder and CEO of The Postage, a tech-enabled, easy-to-use estate planning tool.

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