Embedding Behavior for Improved Training

Before Captain Chesley B. “Sully” Sullenberger III taxied US Airways Flight 1549 to take-off on January 15, 2009, he and his co-pilot took out the pre-flight checklist for the Airbus A320 and went through it meticulously, calling out each step, confirming each item. They did it the same way they had done it hundreds of times before, Read More

By |2020-05-27T18:01:31-05:00July 8th, 2011|Comments Off on Embedding Behavior for Improved Training

Burned Out? You Might Just Need a Sabbatical

It probably won’t come as a shock to you to learn that a lot of people working in the financial services industry aren’t happy and that they’re not feeling particularly loyal to their institutions. The financial crisis took its toll on the people who were let go as well as those left working. Wage freezes, slashed bonuses Read More

By |2020-05-27T18:01:32-05:00April 20th, 2011|Comments Off on Burned Out? You Might Just Need a Sabbatical

Problem resolution: The quality service hurdle

Most banks today have solid strategies in place for selling their services and providing high levels of customer service prior to each sale. Some institutions have even taken major initiatives to ensure quality service after a sale during typical customer transactions. There is, however, an evident lack of focus on the quality of service provided when a Read More

By |2020-05-27T18:01:32-05:00April 18th, 2011|Comments Off on Problem resolution: The quality service hurdle

Branch Culture: Farewell to Order-Taking

At a time when roughly 40% of U.S. branches are financially underwater and new regulations are further curtailing revenues, it is painfully clear that banks can no longer count on “free” products and single-shot promotions to drive customer traffic and sales volume. Branches that formerly were organized to efficiently fulfill marketing-generated product orders now must rise to Read More

By |2020-05-27T18:01:33-05:00December 31st, 2010|Comments Off on Branch Culture: Farewell to Order-Taking