Successful banks recognize that “the customer” isn’t just an external entity. Capturing untapped opportunities requires a collaborative culture that … [Read more...] about How to Capture Untapped Opportunities to Multiply Bank Profitability
The Bank Executive’s Agenda: Differentiating Their Bank in a “Me-Too” Marketplace
In a complex, highly competitive marketplace, bank leaders and managers who make it a priority to create a culture that is built around understanding … [Read more...] about The Bank Executive’s Agenda: Differentiating Their Bank in a “Me-Too” Marketplace
Customer Engagement With A Human Touch Is A Powerful Thing
When call center and customer service teams are trained to recite from a script, they spend more time talking about products than listening for cues, … [Read more...] about Customer Engagement With A Human Touch Is A Powerful Thing
Active Listening and A Questioning Mindset: A Powerful Combination
You won’t find out what customers value if you’re not listening and developing a questioning mindset that develops two-way conversations. By Brian … [Read more...] about Active Listening and A Questioning Mindset: A Powerful Combination
Are You Focused on What Matters Most to Your Customers?
The greatest opportunity for moving the needle on customer loyalty—that critical factor for driving long-term growth and maintaining a competitive … [Read more...] about Are You Focused on What Matters Most to Your Customers?
Does Your Company Keep Its Promises?
All healthy, long-lasting customer relationships are based on trust, integrity and mutual respect. In our private lives, keeping a promise is seen as … [Read more...] about Does Your Company Keep Its Promises?
