Banks achieving a higher overall service score achieved significantly higher ratings of trust when compared to banks with a lower overall service score.
Some key findings of the study include:
- 60% of staff failed to offer to open an account. Of these 40% would have done so there and then if they had only been asked.
- Establishing the customer’s requirements is critical. Only two thirds of staff asked how much the customer had to invest.
- Just one in five customers rated staff as having excellent product knowledge. This is a key differentiator when there are fewer customers around.
- Only 64% of staff made an excellent first impression with survey participants – still a 5% increase on the results from the 2005 survey.
Cheers!
Bill's passion is improving business results by working with leadership teams to change employee behaviours. He does this by equipping leaders with the principles, processes and tools to cultivate an engaged customer-focused culture.
As well, he is a dynamic, results-oriented speaker on the importance of a customer-focused culture, either as a guest speaker or acting as a facilitator of a group discussion/workshop.
For more information please contact (905) 841-3191
Email: bill@billhogg.ca, Web: http://www.billhogg.ca/
2 comments:
If not abused, trust can be a key element to marketing new/additional products and services to existing customers.
If your customers trust you and you offer them something you think they might like, they are much more likely to consider it.
If they don't trust you, they'll just think you're trying to sell them something.
Plus, not only will they consider it, if your recommendation provides good value and enhances their experience, they will probably buy it -- without negotiating the price or comparison shopping. It also results in increased loyalty for future purchases as well.
But trust once abused is very difficult to regain. Thanks for the comment.
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