Bob Tramontano, Vice President of Marketing at NCR Corp, had an insightful observation in yesterday’s NAFCU Services Blog. He questions how much the member or customer experience is enhanced and service is increased by “beautifying branch design, speculative ‘prototype innovation’ or ‘using popular modern communication methods’ like texting, etc”.  Despite all the investment in branch [...]

Why is it some of your people have no problem generating business while others seem reluctant to pick up the phone? Why does it seem like you have to constantly lean on some people to get their sales numbers up? The short answer to all these questions is all businesses have three different types of [...]

The Wall Street Journal article last Friday 11/4 was titled, “Starbucks Profit Surges on Loyal Sales”. A telling paragraph said, “Like the rest of the industry, Starbucks has been battling rising coffee costs and a struggling economy, but it has shown more resilience than many of its competitors, as consumers remain loyal to the brand [...]

Cross selling is overrated In our last blog we demonstrated that many front line staff are literally leaving money on the table because they’re not skilled at uncovering unexpressed needs, i.e., financial needs customers or members have but don’t tell your staff. Some of the time staff is skilled enough to pick up on a [...]