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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Assistant Vice President Talent

L'Oreal

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

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Sales, Marketing & Customer Service

Seagate

At the onset of our engagement with LSA, I was skeptical that an outside firm would be able to understand and dissect our organization’s highly complex and technical business challenges.

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Managing Director

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Director of Sales-Enterprise Accounts

Avid

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SVP Worldwide Sales

OneSpan_Logo-LSAGlobal

We partnered with LSA to help custom design, deliver, and measure an advanced new employee on-boarding process. It was well thought out and bought into by sales leadership.  The combination of targeted sales tools, technology, coaching, performance plans, training, and reinforcement made all the difference.  The solution quantifiably improved new employee and hiring manager satisfaction and increased the speed to sales quota for new hires.

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Director, Global Sales & Technical Field Enablement

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Director of Sales

Cutera

In an effort to establish a solid foundation of consultative selling skills for our client-facing teams that can be built on over time, we engaged with LSA Global. By understanding our business and our markets, LSA Global was able to design and deliver the relevant sales skills, tools, and processes that have established the foundation for our future success.

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Chief Operating Officer

Nelnet

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SVP, Sales North America

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Americas Retail Sales

Sandisk

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North America Sales Training Manager

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PMO and Outside Sales Operations
Senior Vice President

Service Source

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HR Manager

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Sales Executive, Seagate Data Recovery Services

Seagate

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Jeff Bizzack
President

Service Source

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