While mergers may make good business sense, the short- and long-term effects can have a negative impact on your customer base.
During a merger, shifting job priorities and new product lines and operational duties make it difficult for employees to stay focused on customers. After the initial chaos, inertia often spreads through the bank. That's when customer runoff can quickly escalate. In this environment, building a unified, performance-based culture is essential to retaining customers and creating long-term competitive success. Here's how to do it.