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16 easy ways to make commercial customers feel like rock stars
Are you making yourself indispensable to your business customers? Treat them like rock stars
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5 ways to get a super sticky, can't-put-it-down brand
For many, branding involves only 1 or 2 sensory experiences. But brands that engage all 5
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Bankers: how excellent service devalues your brand
I recently asked a variety of C-level people how often they were called on by a banker trying
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Better business development starts with heartburn
When a business development team gets charged up and ready to call on prospects, they’re often
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Dig a well before you are thirsty—the future is almost here
Do not write my name on my clothes: and other things you do for your convenience, not mine
It’s been a while, but I’m still fuming about the dry cleaner who wrote my name inside my
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Don't "nice" your institution out of profitability
A bank president recently told me he lets safe deposit box rent renewal notices slide because
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Don't leave employees (and customers) in the dark
Everyone is busy. Like many high-performing employees, your people may be running as fast as
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Five ways to be an all-weather financial brand
How a hound dog and a handshake bred enduring loyalty
My father-in-law Ralph was a WWII veteran and serial entrepreneur. Over his 94 years, he owned
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How to pay more than lip service to your brand
Many financial institutions struggle with differentiating themselves in this commodity-mindset
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I make a mistake, I pay. You make a mistake, I pay?!
I talk about banking with a lot of people. So last month, someone told me about accidentally
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Quit telling people you have clean restrooms
Too many institutions tout fast, local loan decisions and personal service like they're the
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Shhhh! Stop using the *S* word.
Many community bankers struggle with getting all of their staffers to feel confident with
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Stop calling on the usual suspects for your advisory board
Lots of community banks have an advisory board of 8-10 local movers and shakers. Some of these
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Stop hiring tellers—you need listeners
The moniker “teller” has been around in banking since time immemorial. And while it may feel
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The surprisingly effective response to a customer complaint
I recently had trouble with a community bank’s technology and emailed a banker there to
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What Dale Carnegie and Beyoncé can teach bankers about relationships
Almost every community bank will boast that they know their customers by their names. But do
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What tourist-y restaurants can teach banks about being sticky
I was a tourist in Branson, MO recently and as to be expected, had some sub-par experiences in
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You're not making it easy for me to do business with you
Dear Community Banker X: Your technology is behind. Your ATM is dysfunctional and you don’t
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