Most community banks have two cultures and don’t even know it So often community bankers spend time worrying about the competition. How do we beat the big banks? How do we keep up with their resources and technology? They worry about other community
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Basing your strategic plan on the feelings of a 25 year old? We read articles every week about the demise of the bank branch network and the future of technology in the banking world. While much of this is based on
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Bank of America outperforms Florida’s Community Banks A first time for everything! Banks spend large amounts of money driving business into the bank. The first experience for many customers will be on the telephone. Here is our latest survey of
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Greater New Orleans banks- Customer Service Ranking Banks spend large amounts of money driving business into the bank. The first experience for many customers will be on the telephone. Here is our latest survey of banks in the Greater New Orleans area
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The smartest community bankers are living the good life Opportunity abounds and the best community banks are taking advantage of it. Competition from the weaker community banks and the large banks is limited at best. The weaker community banks are drowning under the weight
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The best of the best of the best! This is the big lie in community banking… We’re the best! Ask most community bankers about their bank, their people and their service and you will be told they provide the best service
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A bird’s eye view of your customer reality Every single day for the past month a little bird has been pecking at the front door of my house. He’s actually pecking on a shiny metal plate attached to the door. It’s
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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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Management excuses that are destroying your “Relationship Based Culture” In our last post we discussed the Top 5 Excuses Made by Employees. Today we’re looking at the community bank manager. The manager’s job is to implement the vision and culture of the
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90% of customers not being served well by community banks… Most community banks don’t manage telephones and it shows. Over 90% of all community banks are the same or worse than big banks when it comes to customer service. At the same
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