It never ceases to amaze us how managers and leaders will change systems, processes, goals or expectations in order to get a different and more positive result from the same employee in the same job. Until an employee is held
Read more →Take a minute to read this article (see link below). We’ve been stating the obvious for quite some time and this is just another article that backs it up. Banks are raising fees on checking. Customers don’t like it. They are
Read more →After reviewing several scores over the past few days we’ve found a common thread. Of the branches and teams that failed to meet standard on phone shops and those that struggle to get cross-sells and those that rarely if ever
Read more →We’ve just finished scoring phone shops for several banks. It’s always interesting to see the competitor shops and how poorly they do. It’s also interesting to see how some of the branches we work with consistently score above the expected
Read more →We posted a recorded phone shop of Regions last week. Today we’re posting a recording of a community bank. On the Regions shop we couldn’t get a person on the phone. Believe it or not that was better than getting
Read more →Here’s another great article on the value of the relationship. Community bankers really need to get this. Here are a few of our favorite points in the article… Cultivate an over the top customer service culture. In our words… a
Read more →Listen to what a senior executive, and one of our favorite bankers, of a community bank had to say about the importance of the relationship in retaining deposits. http://www.divshare.com/flash/audio_embed?data=YTo2OntzOjU6ImFwaUlkIjtzOjE6IjQiO3M6NjoiZmlsZUlkIjtpOjE0MjE5MjI1O3M6NDoiY29kZSI7czoxMjoiMTQyMTkyMjUtZmI0IjtzOjY6InVzZXJJZCI7aToxNzY5MjM0O3M6MTI6ImV4dGVybmFsQ2FsbCI7aToxO3M6NDoidGltZSI7aToxMjk5MTg2MzY2O30=&autoplay=default It’s the Relationship
Read more →Check out this press release from J.D. Power and associates about their “2011 U.S. Retail Bank New Account Study”. A couple of our favorite findings… Fees and interest rates carry little weight in influencing customer purchase decisions. Banks that are
Read more →Recent call trying to get a CD rate from Regions… Take the CD rate challenge and see if you can reach a real person!!! http://www.divshare.com/flash/audio_embed?data=YTo2OntzOjU6ImFwaUlkIjtzOjE6IjQiO3M6NjoiZmlsZUlkIjtpOjE0MjAwNDI5O3M6NDoiY29kZSI7czoxMjoiMTQyMDA0MjktM2I0IjtzOjY6InVzZXJJZCI7aToxNzY5MjM0O3M6MTI6ImV4dGVybmFsQ2FsbCI7aToxO3M6NDoidGltZSI7aToxMjk5MDIwMDcwO30=&autoplay=defaultRecent Regions Bank Phone Shop
Read more →It’s always interesting to see the large sums of money banks spend on advertising and marketing in order to drive business into the branches while at the same time seeing how little time and money is spent on making sure
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