Operations

Personal touch still a plus

One of the important roles that community banks play in the American economy is providing credit to small businesses. What I consider to be the typical small company — $1 million to $10 million in annual revenue, 10 to 75 employees — often needs a line of credit or periodic term loans that are too small to attract the interest of the largest banks. [Continue]

No waiting required

Amazon has totally transformed the retail landscape, including the supply chain and expectations of customers who want things immediately. Bankers trying to differentiate in a crowded marketplace are increasingly committing themselves to a service standard that clears the Amazon baseline. [Continue]

How do your people rank on CX?

There is a distinction being made now between customer service and customer experience, or CX. The former involves interactions with your people while the latter refers to customers’ holistic encounters with your brand. Some companies spend big money and years of study to create a brand designed to deliver memorable CX. Yet investments meant to deliver on CX are destined to fail without a highly-trained workforce. Everything hinges on those people skills! [Continue]