Proactively checking in on your customers lets them know who is on their side.

Managers who consciously look to set the tone by brightening work environments with their own smiles and laughter tend to create environments with greater employee and customer engagement.

Most executives are keenly aware of the hardships customers face, but do they realize that many of their workers are also living paycheck to paycheck?

Respecting employees’ time and expecting them to respect others’ sets a tone. It brings structure to organizations and fosters professionalism, reliability and trustworthiness.

When big banks trim their branch networks, community banks operating in the same markets see a chance to pounce.

Banks that help customers avoid missing important payments are providing a valuable service for which they should be compensated. Though some banks use deceptive practices, customers are willing to pay for a transparent service.

Bankers say they're putting up with behavior from entry-level workers that never would have been tolerated in the past because it's so hard to fill positions. Those compromises can undermine corporate culture.

Community banks don’t need to match the biggest banks’ digital offerings or advertising budgets. Where they can compete, and win, is by delivering more personalized service.

Banks should be careful not to overreact to the pandemic recession and assume that the public is willing to forgo personal service. More than 40% of consumers say having a branch nearby is their primary reason for picking a bank.

Compensation needs to be competitive, of course, but employees also need to feel appreciated. In a challenging labor market, here’s how banks can retain their best workers and keep them motivated.