We asked an executive of a well-known core processing company with a CRM component what “people issues” their call center and trainers were asked repeatedly. After surveying these groups, the executive found they were receiving many questions on culture and behavior and how they could help the clients in these areas. Here are three examples [...]

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 [...]