Master the Four Levels of USPs [VIDEO]
Escape commodity pricing. This episode shows how Level-4 USPs—proprietary, client-valued processes—let community banks command +150–200 bps and keep deposits loyal.
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.
More From The Blog
Stop Matching the Competition [VIDEO]
Rate matching drains margin. Install USPs that matter, differentiate, and promise explicit benefits—so buyers pay more without a price match.
Your Team Selling Checklist [VIDEO]
Tag-alongs aren’t team selling. Use this checklist to assign roles, split first vs. second call objectives, and run the pre-call prep that produces 85–90% close rates on top-100 prospects.
How Community Banks Deliver WOW Customer Service [VIDEO]
Most banks deliver “pretty good.” That’s not loyalty. This episode reveals a 3-step execution system—blended learning, measurement, coaching, and celebration—to engineer daily WOW service that sticks and grows deposits, margin, and community pride.
The Silent Profit Killer: How to Stop Rate Matching and Take Back Your Margin
Roxanne Emmerich exposes the hidden flaw in your strategy that’s quietly destroying net interest margin — and the proven path to take back your pricing power.
The AI Wild West
AI isn’t coming—it’s already here. Discover why most bank roles are now obsolete, and what your team must become to survive.
Your Plan Won’t Save You in a Merger—But This Will
Your plan won’t save you. A strategic planning system designed for high-stakes execution will. Here’s how top community banks avoid merger collapse.
Why Culture Cannot Be Delegated
Most banks pretend that culture can be delegated. Wrong. Elite banks weaponize culture as their profit engine. Here’s the system CEOs can’t ignore.
The Strategic Planning Lie That’s Keeping Banks Mediocre
Roxanne Emmerich exposes the toxic lie behind most strategic plans—and the second-order thinking top banks use to pull away from the pack.
What Boards Miss That Can Tank a Bank
Your boardroom may be your biggest blind spot. Discover how elite banks fix strategy at the Breakthrough Banking Blueprint™ Bootcamp.
