Dave Martin is a consultant specializing in retail banking strategies, including in-store branches. He is the founder of the retail bank performance company BankMechanics.
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Financial institutions need to manage expectations about what they can offer customers or they risk losing credibility with customers.
September 6
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While many financial institutions are leery of sales goals after the Wells Fargo cross-selling scandal, they shouldn’t overcorrect.
August 2 -
When bank customers are treated poorly by branch employees, it can damage the relationship even if the specific issue is effectively resolved.
July 5 -
As customers increasingly research products online, they are coming to know more about a bank’s products than workers. This is a problem.
June 7 -
Retaining experienced and competent employees is a crucial but often overlooked strategy for improving bank performance.
May 3 -
Research and consumer surveys aren’t the only tools to help banks understand what they need to do. Friends of executives can provide honest feedback as regular customers.
April 5 -
Given the rapid pace of change across the industry, it’s wise for banks to focus on improving customer service rather than chasing the strategies of their rivals.
March 1 -
Bank managers should treat all employees fairly to get the best results from their team.
February 1 -
Banks are working hard to reshape their businesses to meet new demands, but leaders must be careful not to alienate their best workers in the process.
January 4 -
In our quest to solidify and improve customer satisfaction, we should not set up systems that have our teams more focused on manipulating scores than actually earning them.
December 6
