The Power of Cross-Sales—How to Do Them Without Being Salesy
I attended my first bank CEO conference several decades ago. You know what the theme was when people talked about cross-sales? They said, "My people are still order...
Welcome to the Top 5 Percenter™ Blog
Don’t Let Your Customers Have “Frightening” Customer Service Experiences
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 should mystery shop, and almost all the good ones currently do. But when it comes to getting the benefits out of that shopping—catchy sneaker slogans aside—“Just Do It” isn’t going to cut it. You’ve got to do it well. Unfortunately, even those banks making the effort to shop generally aren’t doing it right and in the process, they waste thousands of dollars in mystery shopping budget, and worse yet, millions of dollars of bottom-line impact.
It’s about more than just smiling and answering the phone in three rings… it’s about seizing a unique opportunity to teach employees how to stop a caller in their tracks from shopping around and then bringing all their business to your bank.
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Learned Helplessness
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Ken Blanchard wrote several books years ago and conducted a research study. What he found was that the number one concern for business owners was the lack of people...
Getting Excited About Why Cross-Sales Matter [VIDEO]
Do you feel good about yourself when you help other people? What if you could get your team excited about having your clients acquire all the products and services...
Everyone is In Marketing [VIDEO]
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...
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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...
Finding Top 100 Customers [VIDEO]
We know that for banks that have 2 billion in assets that anywhere between 50 to 140% of their profits come from their top 100 most profitable customers. But the real...
What is the Most Effective Way to Choose the Right Next Best Customer [VIDEO]
Several years ago, there was a gentleman who came into our boot camp, and he was an EVP of a bank on the West Coast. He told me that they had hired a firm, spent...