service culture

It’s time for an update. You’ve held the focus groups, shopped the competition and worked with your agency to create a brand that truly differentiates your institution from all others. One caveat: don’t launch it to customers and the public without a memorable premier for your most critical audience—employees.  

Or have you gotten used to me? Every employee at every institution should be sniffing out new ways to help me as a customer—and build the business.

I recently visited a bank that is making a deliberate shift to a sales culture.