Step 1: Frontline Research

Who can start, make and break a relationship? The people on your frontline. They are the first impression on a new customer. They’re the center of influence for most established customers. And they’re a considerable force in the community, representing your bank after hours. Each person has the opportunity to transform a CD-only account into a total relationship. Or cause a valued customer to leave your bank.

Knowing what occurs in your lobby is the first step toward growing deposits. That’s why we spend so much time observing, interacting and analyzing your frontlines through onsite visits, call-inquiries and anonymous surveys. This information tells us what differentiates your bank from the competition, what sales or product skills your staff lacks, and what accounts or processes can be improved. Along with our competitor shops, this research becomes the foundation of your bank’s deposit gathering plan.

Mystery Shopping

We don’t browse through your bank to make sure your people smile and say hello. Though we note that, too. We’re there to see what they do with our carefully contrived cues, how well they read the customer and grow the relationship.

Anonymous Surveys

The people on your frontline are a wealth of information. They can tell you what customers think about accounts, what the competition is doing and what processes are inefficient. Though invaluable, their information rarely makes it to the top or their communication is watered down with caution.

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