Encouraging branch staff to ‘go the extra mile’ for customers requires
motivational leaders who are accountable for results.
Recent research findings reveal a big gap between financial organizations and
high-performing companies when it comes to customer focus. Just two-thirds of
financial services employees (67%) describe their organization as
customer-focused, compared to 79% of the world’s best performing companies. And
while three-quarters of top companies have faith in the quality of their
customer support, the same is true for only 61% of financial companies.
Read more at BAI Banking Strategies