Complimentary Resources for Banks

This 45-60 minute call will help you assess what your bank needs to do to strengthen relationships, build loyalty and grow business with existing customers. You may also invite another senior colleague.

An abridged version of a structural tool from our Relationship Management Skills Program used to capture critical customer information, enable staff to better manage the customer relationship and pre-call plan future contacts with the customer.

• Financial Wellness – Are You Missing a Growth Opportunity? A recent Gallup survey of 11,809 adults clearly demonstrated that consumers want banks to improve their financial well-being, not just sell them products. What they are looking for is a trusted financial partner – not a sales person. Is your staff diagnosing for financial wellness or just selling isolated products? In this blog post, learn what you can do to take advantage of the growth opportunities in improving your customers' financial health. High Definition Banking^®
• Measuring Financial Well-Being: A Guide to Using the CFPB Financial Well-Being Scale. Following a rigorous research effort to develop a consumer-driven definition of financial well-being, the CFPB developed and tested a set of questions–a “scale”–to measure financial well-being. The scale is designed to allow practitioners and researchers to accurately and consistently quantify, and therefore observe, something that is not directly observable–the extent to which someone’s financial situation and the financial capability that they have developed provide them with security and freedom of choice. This guide describes the research behind the CFPB Financial Well-Being Scale and provides detailed steps for using it, including how to score individuals’ responses and compare their scores. Consumer Financial Protection Bureau
• The Banking Relationship Management Experience – A Strategy for Becoming a Trusted Financial Partner and Increasing Revenue and Profitability summarizes credible research on how building better relationships with customers can turn them into advocates for your bank. High Definition Banking^®
• An Emotional Connection Matters More than Customer Satisfaction. In the search for profitable organic growth, more and more companies are making major investments in optimizing the end-to-end customer experience – every aspect of how customers interact with the company’s brand, products, promotions, and service offerings, on and offline. But most companies lack a strategic objective that spans the customer journey, can be understood and operationalized across the enterprise, and, most importantly, actually increases customer value. Without a clear, measurable, value-creating goal, companies risk expending huge amounts of human and capital resources without delivering any real financial return. Harvard Business Review