The advent of self-service apps has reduced the frequency of customer-employee interactions at banks, but that just makes face-to-face time all the more valuable.

The most important part of being a successful manager is ensuring your direct reports are succeeding.

Sales goals aren’t simply a number to hit, they’re a measure of customer satisfaction and should be treated accordingly.

Banks may be more focused on implementing the newest or flashiest technologies, but good customer service ensures these initiatives are successful.

Financial institutions need to manage expectations about what they can offer customers or they risk losing credibility with customers.

While many financial institutions are leery of sales goals after the Wells Fargo cross-selling scandal, they shouldn’t overcorrect.

When bank customers are treated poorly by branch employees, it can damage the relationship even if the specific issue is effectively resolved.

As customers increasingly research products online, they are coming to know more about a bank’s products than workers. This is a problem.

Retaining experienced and competent employees is a crucial but often overlooked strategy for improving bank performance.

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.