Guenther Hartfeil

Guenther Hartfeil
Aug 31, 2020

Here are the steps to help mitigate the loss of customers who no longer work near branches they originally chose based on their office location.

“Tellers must do more than transact – they must also sell!” If you’re coming to that conclusion at your bank, you are not alone and you have good reason.

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As banks switch to automation so customers don’t have to go to the branch, and use remote staff to provide assistance when they are in the branch, they are essentially re-orienting the customer relationship dynamics to resemble more of a branchless format.

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With all their unique and heavily promoted characteristics – tech savvy, achievement-oriented and attention-craving – when it comes to financial services, Generation Y’ers are in many ways not all that different from Gen X’ers and Baby Boomers.

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There is an old saying that goes something like this: “If you’re going to be dragged out of town by a mob, get out in front fast and announce it’s a parade.

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Banks nowadays can connect digitally with customers online, on their mobile phone, even on their Twitter or Facebook feed.

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In many industries, great customer service is all about facilitating pleasant, memorable interactions between customers and company employees.

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Financial institutions, and for that matter, all service-oriented businesses, tend to struggle with customer service.

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With the expansion of digital channels, a decline in branch traffic and the current industry focus on controlling costs it’s not surprising that some financial institutions are reducing their branch network.

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With many financial institutions (FIs) facing another year of declining average retail branch transaction activity and rising payroll costs (40.

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