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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Management success isn’t about adopting the latest technology craze or exuding charisma, it’s about prioritizing employees and customers.
February 7
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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.
January 3 -
The most important part of being a successful manager is ensuring your direct reports are succeeding.
December 7 -
Sales goals aren’t simply a number to hit, they’re a measure of customer satisfaction and should be treated accordingly.
November 1 -
Banks may be more focused on implementing the newest or flashiest technologies, but good customer service ensures these initiatives are successful.
October 4 -
Financial institutions need to manage expectations about what they can offer customers or they risk losing credibility with customers.
September 6 -
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
