Branch managers

Two credit unions ramp up their facilities management teams, plus board elections and more HR-related news at credit unions across the country.

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.

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.

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.

It is up to Mary Mack, a 33-year banking veteran, to convince front-line employees — along with customers and regulators — that Wells Fargo is a changed company.

One year after it paid $190 million in fines and restitution for opening millions of unauthorized accounts, Wells Fargo remains mired in scandal. Why hasn't it been able to recover?

The days of having an employee who happily works at the drive-through window for 30 years are over. So what’s a bank to do about its branch staff now? Bank of Tennessee has some ideas that it expects will appeal to millennials.

The goal, according to Wells Fargo's head of community banking, is to focus on how customers are treated rather than how many products they buy as well as create a consistent approach to the megabank's sprawling branch network.

Bankers who shake more hands, ask more questions and, yes, hand out more business cards than the competition will win more clients.

While overbooking is a unique issue for the airline industry — and this may be an extreme example — the United episode is a cautionary tale for any service industry, including banking.