by The Emmerich Group | Jul 25, 2024 | Customer Service, Customer Success, High Performance, Profitability and Growth, Sales Process, Sales Training, Strategic Planning, USP
Whenever I do the Breakthrough Banking Blueprint Conference, I ask the question “Who here is in marketing”, and one or two hands go up. I ask again, “Who here is in marketing” and a few more hands will go up. And then finally, everybody catches on and all hands go...
by The Emmerich Group | Jul 18, 2024 | Capture Profitable Deposits, Customer Satisfaction, Customer Service, Customer Success, Deposits, Fast and Low-Risk Loan Growth, Get More Cross-Sales, High Performance, High Quality Loans, Profitability and Growth, Sales Process, Sales Training, Strategic Planning, USP
It’s a whole new playing field out there. With AI we now have the tools to find your next best customers, but if you don’t bring wisdom to the tools, you have more junk. There’s a world of difference between information and communication. There’s a world of...
by Shaun Heuerman | Aug 2, 2018 | Customer Service
I believe people love to have positive attention lavished on them. In this episode, I’m going to show you how to take your already good customer experience and turn it into an experience your customers can’t help but talk about. If you’re the kind...
by Shaun Heuerman | Oct 2, 2014 | Customer Service, High Performance, Profitability and Growth, Sales & Marketing, Workplace Culture
#1. Culture trumps strategy. Hundreds of studies now show that culture is the leading predictor of future growth and profitability. The Gallup Organization found the increase in earnings per share for companies in the top quartile that have high employee engagement (a...
by Shaun Heuerman | Oct 27, 2011 | Customer Service, Mystery Shopping
Are your employees scaring your customers away because of their “ghoulish” service? Do your team members know how to convert someone asking for a rate into a client delighted to pay premium pricing and immediately bringing all their accounts? Most banks know they...
by Shaun Heuerman | Oct 13, 2011 | Customer Satisfaction, Customer Service
Follow these ten steps to alleviate customer complaint calls and save your company name: COMMANDMENT #1: Express appreciation for the feedback. “Thank you for telling us about this. We appreciate customers who let us know when things aren’t right.”...
