Given the rapid pace of change across the industry, it’s wise for banks to focus on improving customer service rather than chasing the strategies of their rivals.
In our quest to solidify and improve customer satisfaction, we should not set up systems that have our teams more focused on manipulating scores than actually earning them.
One year after the San Francisco megabank paid $190 million in fines and restitution after it opened millions of unauthorized accounts, Wells remains mired in scandal. Why hasn't the firm been able to recover?
The days of having an employee who happily works at the drive-through window for 30 years are over. So what’s a bank to do about its branch staff now? Bank of Tennessee has some ideas that it expects will appeal to millennials.
The goal, according to Wells Fargo's head of community banking, is to focus on how customers are treated rather than how many products they buy as well as create a consistent approach to the megabank's sprawling branch network.
While overbooking is a unique issue for the airline industry — and this may be an extreme example — the United episode is a cautionary tale for any service industry, including banking.
Such reinstatements are unusual, and could signal a more aggressive approach by the government to protecting whistleblowers in the financial services sector.
