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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Rob Sturgeon
EVP Client Delivery

Service Source

LSA Global rocks! Thank you for helping our executive team get aligned by creating a powerful and clear strategic direction and go to market sales growth plan that we could all fully commit to.

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VP Sales

Servicon-Logo-LSAGlobal

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National Manager, Telesales

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Sales Executive, Seagate Data Recovery Services

Seagate

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Senior Vice President of Sales

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Sales, Marketing & Customer Service

Seagate

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Hyperion

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Manager, Worldwide Sales L&D

AMD

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Manager

Seagate

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Senior Director, Training & Development

Service Source

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Channel Excellence Manager

Thermo Fisher

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Erin Surprise
PHR, Manager - L & D

We recently hired LSA Global to help take our sales team to the next level. Specifically we focused on targeting the ideal client, differentiating our solutions, getting more qualified leads, and closing a higher percentage of our pipeline through a proven referral selling methodology.

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Patrick Arnold
President

Filice

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Doug Stantial
North America Sales Training Manager

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