If banks can pay so much attention to customer experience, why not take a similar approach to the people they hire and develop?
Improving customer onboarding programs requires the use of real-time customer data.
Process improvements won’t go far unless senior management articulates the end game and mandates results.
Company-wide cooperation rather than a focus on individual effort is the key to corporate success in banking.
Pennsylvania’s Fulton Financial promotes employee retention as an aid to customer service.
Hiring from larger institutions can be a big boon to community banks but can also prove a hindrance if the cultural fit isn’t there.
Size makes all the difference in the way in which banks manage their infrastructure.
Embedded behavior tools can promote more consistent and productive employee performance by making sure that the right behaviors are nurtured and take root.