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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National Manager, Telesales

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Managing Director

L3Harris_Logo-LSAGlobal

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EVP Client Delivery

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SVP, Sales North America

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Vice President of Marketing

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Sales Executive, Seagate Data Recovery Services

Seagate

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Senior Vice President

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Manager, Worldwide Sales L&D

AMD

What a refreshing change from the half-baked psycho-babble you normally get from training and consulting organizations. LSA gives you the practical and results-oriented assistance you need to define and reach your goals.

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Director of Merchandising

LSA Global demonstrated excellent expertise in sales and sales leadership, spent the time required to make sure the objectives were clear, and showed flexibility in shaping and sustaining everything that they did.

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Doug Stantial
North America Sales Training Manager

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