Most community banks don’t know We’ve been conducting Telephone Mystery Shops for over 20 years. Of course, over the years our techniques and technology have evolved with the times, allowing us to provide community banks with a valuable service that
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What does your cross-sell and incentive program promote? By now we’ve all read or heard about the Wells Fargo incident and their infamous cross-selling and employee incentive plan. It’s easy for some to blow this off as a “big bank” thing, thinking your
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Community banks losing their competitive advantage? Ask most community banks what separates them from the competition or the big banks and the typical answer is “our service” or “our people”. Regardless of the answer or how your bank feels about its service,
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Many employees are misquoting, misstating, and misinforming For 20 plus years, we’ve conducted thousands of telephone mystery shops with hundreds of hours of recorded calls. What we’ve found is that well over 75% of bank employees are out of compliance when
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