The Strategic Planning Lie That’s Keeping You Average [VIDEO]
Forget templates. Roxanne Emmerich reveals how top banks burn the rulebook and build execution systems that deliver relentless results.
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
The Strategic Planning Lie That’s Keeping Banks Mediocre [VIDEO]
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 [VIDEO]
Your boardroom may be your biggest blind spot. Discover how elite banks fix strategy at the Breakthrough Banking Blueprint™ Bootcamp.
Build a Bank Performance Culture That Drives Profit [VIDEO]
Great employees don’t automatically produce great bank results. Discover why Top 5% performance requires employees who understand profitability, create deeper relationships, command premium pricing, and become trusted advisors customers never want to leave.
How Top 5% Community Banks Build, and Sustain, Elite Performance[VIDEO]
Elite banks aren’t born elite. They build systems, practice the right behaviors, and continually sharpen how they create value. Discover what helps top 5% banks reach exceptional performance—and stay there.
What the Best Banks in America Do Differently [VIDEO]
What separates America’s top-performing community banks from everyone else? Discover the systems, culture, and performance disciplines that help extraordinary banks protect profitability and independence.
Stop Matching Rates: How Top 5% Banks Command Premium Pricing Instead [VIDEO]
Most banks lose the pricing conversation long before rates are discussed. Discover how elite community banks command premium pricing while protecting profitability and independence.
Stop Rate Matching: The Strategy That Protects Your Net Interest Margin [VIDEO]
Most banks never intend to compete on price, yet rate matching quietly erodes profitability every day. Discover the strategy that allows top-performing community banks to command premium pricing and protect net interest margin.
How Top Community Banks Increase Net Interest Margin Without Competing on Rate [VIDEO]
The best community banks don’t win pricing wars—they avoid them. Discover how stronger positioning leads to higher net interest margin and greater profitability.
The Fastest Way to Find Your Bank’s Next Best Customer [VIDEO]
The highest-performing community banks don’t waste months searching for their ideal customers. Discover the proven process they use to identify profitable relationships quickly and execute with confidence.