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 [...]

By Bob Romano and Barbara Sanfilippo More revenue and profit from banking relationship management To illustrate a solution to a common bankers’ dilemma (not having enough organic growth from existing customers and members), we hired a Washington, DC think tank to come up with a very sophisticated, scientific formula: Building relationships = organic growth7 = [...]

We were disengaged and ready to leave our bank This is a true story that may help you prevent loss of customers or members AND increase the amount of business from them. Imagine you’re a long-term, high-potential customer or member with your bank or credit union.  You have several products with them, never visit a [...]