Improve Loyalty & Penetration: Regional Bank

Improving Customer Loyalty & Penetration at a Banking Company

Client Case Study

Situation

This regional banking client with assets of over $3 billion wanted to improve the overall customer experience to increase customer loyalty to drive more business.

 

Complications

  • Customer call volume is down 3% from the previous year
  • Bank transactions are declining at a rate of 5% per year
  • Overall consumer loans are down from the previous year

Approach

  1.  Transition the direct banking center from a reactive transactional organization to a proactive full service retail organization.
  2. Equip the tellers and personal bankers with the sales and customer relationship skills required to increase referrals and discover the need for additional services.

Results
In twelve months:

  • 248% increase of deposits booked (call center)
  • 72.34% increase of loans booked
  • 168% increase of deposits booked (branch)
  • 22% increase of Personal Banker sales/month

Related Information

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Carl Dickenson
Director of Sales

Cutera

We turned to LSA Global to help us take our executive selling and solution selling skills to the next level.

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LSA delivers the full solution; not just sales training.  I recommend them to any organization looking to transform its sales force the “right way” to sell higher and wider.

Daniel Heckman
Director of Sales-Enterprise Accounts

Avid

Originally, we launched a RFP to partner with a sales training provider to improve the sales skills of our global distributor network.

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Kim Benson
Director Human Resources

Trimble

We selected LSA Global over several other sales experts based upon their ability to clarify and align our sales strategy, their expertise in identifying the critical sales scenarios necessary to meet our growth targets, and their willingness to stand behind the results with targeted sales management training and coaching and a pay-for-performance guarantee.

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Anthony Lanham
SVP, Sales North America

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We selected LSA over a handful of other experts to assist with a key sales leadership imperative. LSA added value every step of the way throughout the entire engagement. Their customized approach to sales presentation training exceeded expectations, and we are excited about global implementation across our offices in more than 100 countries.

LSA’s unique Strategy-to-Results approach is an added game changer.  I recommend them to anyone looking to get high quality results when it matters most.

Eric Mugele
Executive Director Global Learning

Grant Thornton

We engaged with LSA Global to help our sales team identify opportunities to accelerate our commitment to sales excellence. The facilitator’s shared passion for our goals created a foundation for sales skill adoption, as did LSA’s keen understanding of our unique business environment.

This insight allowed LSA to deliver customized and impactful business sales training workshops which were adapted to reflect our specific business dynamics and provided our employees with the sales models and tools to leverage on every call with customers.

Grant Clarke
Director Client Delivery

Service Source

LSA’s introduction and continuous reinforcement of the MEDRAD objectives, vision, and mission were very impressive. The majority now understands and is openly able to verbalize these key items.

LSA did a wonderful job introducing the importance of sales coaching and reinforcement and was able to keep everyone focused.

Cindy Steffen
National Manager, Telesales

LSA always delivers the right sales and sales management solutions to meet our unique needs. I especially appreciate their ability to deeply understand our business and our culture so that they can design the most valuable and impactful outcomes for us and our clients.

Sarah Parks
Senior Project Manager

Hyperion

From beginning to end, LSA was as invested in making sure the program succeeded as we were. They not only met the needs of our sales organization, but they helped us meet our very tight launch deadline.

The consultant operated with the sense of urgency necessary to ensure that we were ready to roll the business sales training program in a way that made sense.

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Erin Surprise
PHR, Manager - L & D

We evaluated 6 well known sales development partners in the market. We ended up selecting LSA global because of their unique ability to get results selling solutions.  They also had the strongest assessment, implementation, measurement, coaching, and global capabilities .

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Stephanie Lucey
HR Manager

LSA was instrumental in making our worldwide sales meeting a success. They saved me a ton of time with ‘best in class’ solutions to meet our business objectives. Whenever I’m in a pinch, I can count on LSA’s dynamic team of sales trainers and consultants to really go the extra mile.

They truly understand the meaning of customer delight.  Thank you!

Amy Walker
Manager

Seagate

Seagate has always found LSA to be a highly valuable consulting, training, and coaching resource.

The recent business sales training programs they’ve delivered for Seagate University have been the right solution, of highest of quality, and highly customized to our unique business and culture.

I would highly recommend LSA to any company interested in offering top notch learning solutions that make a difference.

Tammy Dujmovich
Sales, Marketing & Customer Service

Seagate

The sales strategy and goal setting session was right on target. It was a very valuable process that I highly recommend to any sales team looking to increase performance.

Thank you LSA Global!

Phil Rosenberg
Senior Vice President of Sales

LSA’s customized Effective Presentation Skills program has helped us elevate our presentation skills to the next level. I personally now have a much greater self-awareness of my presentation skills and can leverage off of my strengths while working to improve upon other areas.

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Senior Marketing Manager

Samsung

LSA Global’s sales negotiation training and assessment process provided the sales negotiation tools and practices that have significantly enhanced our negotiations process. Their facilitators understood our business, its challenges, and framed the learning in a way that we understood.

I am very happy with the value we have received and would highly recommend LSA to others looking to improve their sales negotiations results.

Jeff Bizzack
President

Service Source

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