Why bank employees are the key to brand alignment

For most companies, seeking a competitive advantage means creating products and services that differentiate them from the pack. That’s harder for banks. Most financial institutions offer similar services, online tools and even interest rates, so defining what sets them apart is challenging. In a space where everything looks the same, banks have to earn their edge by Read More

By |2020-05-27T18:16:21-05:00April 27th, 2020|Comments Off on Why bank employees are the key to brand alignment

How pooling branch staff improves customer and workforce engagement

Fact: We have fewer associates in each branch. Customers who visit branches come with more complex needs and higher expectations. So what happens when an associate goes on leave or quits? Staff is already stretched thin. The expectations of customers won’t change—unless they come to demand even more. Thus many banks are evolving the traditional teller pool Read More

By |2020-05-27T17:58:08-05:00April 29th, 2019|Comments Off on How pooling branch staff improves customer and workforce engagement

Blue skies, banking stars: How universal bankers meet universal consumer needs

Financial institutions continue on their quest to discover efficient, productive new methods that meet—and hopefully exceed—the high expectations of banking customers. Yet for many, the options are limited. And this reality comes at a time when net interest margins and net income continue to be squeezed, even with interest rates rising.    This poses a particularly vexing challenge Read More

By |2020-05-27T17:59:40-05:00August 7th, 2017|Comments Off on Blue skies, banking stars: How universal bankers meet universal consumer needs

A staff to fly your best colors

Branch locations are closing and footprints shrinking, but branches continue to play an important part of customer experience. According to a recent JD Power U.S. Retail Banking Satisfaction Study, overall satisfaction rates higher among customers who use both the branch and mobile banking. When you consider that customers visit branches for human interaction, putting the right skillsets Read More

By |2020-05-27T17:59:40-05:00August 3rd, 2017|Comments Off on A staff to fly your best colors

Whatever floats your bank: Expand and explore the float staff concept

Financial institutions have long used float (or flex) staff for scheduling issues such as handling teller line absences. Yet float staff strategies vary and more FIs now use floaters for higher skilled and more expensive positions—all to serve customers on their terms and make branches more cost effective. Consider wealth managers, for example. Traditionally, they serve as Read More

By |2020-05-27T17:59:43-05:00June 12th, 2017|Comments Off on Whatever floats your bank: Expand and explore the float staff concept

The four corners of the universe: Four universal staffing challenges and how to tackle them

Somewhere between the concerns of bank marketers and discerning consumers, one essential truth sometimes gets lost: Great customer experience starts with engaged, productive employees. Thus it’s no surprise that workforce optimization dominates as a priority for banking executives who strive to transform branches. And to optimize their branch workforce, banks must implement, pilot or investigate the universal Read More

By |2020-05-27T17:59:46-05:00April 19th, 2017|Comments Off on The four corners of the universe: Four universal staffing challenges and how to tackle them