The complexion of the retail landscape continues its dramatic metamorphosis—from shoe stores, jewelers, supermarkets, and copy shops to now include all manner of retail banks, financial service kiosks, ATM lobbies and full-service branch bank drive-thrus. As “retailers” of financial products and services, management leaders in operations and marketing increasingly look to provide trusted, consistent and high-quality customer experiences, and also reduce variability from location to location, call center to call center. The unique relationship forged by customer contact professionals with their customers is the link to the selling of products beyond the basics of checking and savings accounts—to personal loans, mortgages, and debit and credit cards.
Halverson Group works with banks to help them understand a number of foundational issues at work in their retail environments and call centers:
- How are associates within the banks and on the phone actually delivering on the precepts and ideals of the customer experience—in welcoming clients, providing personalized support, building the customer relationship, and selling appropriate financial products?
- How does associate training align with actual delivery within the retail environment or during the phone call?
- Where are the unrealized opportunities?
- How can the need for cross-selling successfully work with the need to create trust?
Halverson Group has worked with two of the largest banking organizations in North American to help match customer support goals and expectations with in-the-moment associate and customer interactions.
