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16 easy ways to make commercial customers feel like rock stars
Are you making yourself indispensable to your business customers? Treat them like rock stars
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3 ways you can take your customer service from good to incredible
Here you are: Sensational Mr. or Ms. Business Person. But the sad truth is, if your company is
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Bankers: how excellent service devalues your brand
I recently asked a variety of C-level people how often they were called on by a banker trying
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Best Financial Friend: six ways to create personal connections from afar
Do I have that "new customer" smell?
Or have you gotten used to me? Every employee at every institution should be sniffing out new
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Do not write my name on my clothes: and other things you do for your convenience, not mine
It’s been a while, but I’m still fuming about the dry cleaner who wrote my name inside my
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Don't "nice" your institution out of profitability
A bank president recently told me he lets safe deposit box rent renewal notices slide because
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Don't take the person out of personal service
Five ways to build your currency of trust
How a hound dog and a handshake bred enduring loyalty
My father-in-law Ralph was a WWII veteran and serial entrepreneur. Over his 94 years, he owned
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Is your brand as appreciated as an extra button?
Why should you be an “extra button” brand? The extra button brand is the one who gets a
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Make your customers look good to their customers and win at customer loyalty
Many community financial institutions say they’re customer-centric, yet have a brand promise
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Marketing minimalism can create large ripples
Doing the minimum.
This has such a negative connotation in our culture, but what if you
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Pardon me, but your slip is showing
Occasionally a slip-up can make your brand look bruised. More than one can make it smell
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Shhhh! Stop using the *S* word.
Many community bankers struggle with getting all of their staffers to feel confident with
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Strategic alliances can multiply your reach—and your value—to customers
When was the last time you thought about putting your well-known contacts and customers
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The ever-changing tax landscape
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The surprisingly effective response to a customer complaint
I recently had trouble with a community bank’s technology and emailed a banker there to
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What bankers can learn from Girl Scouts about customer experience
Soon, (but not soon enough) Girl Scout Cookie Time will return. Over the years you’ve come to
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What tourist-y restaurants can teach banks about being sticky
I was a tourist in Branson, MO recently and as to be expected, had some sub-par experiences in
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What's happening in your bank lobby? Make the waiting game pay.
You're not making it easy for me to do business with you
Dear Community Banker X: Your technology is behind. Your ATM is dysfunctional and you don’t
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