Melissa Thinger

October 12, 2018
Why a Nice Front Line Is Not Enough premium
Community financial institutions have a great reputation for providing friendly service. You hang your hat on treating your account holders as part of your family. And while that’s nice to do, it’s not enough. Consumers have had enough interactions with businesses to know that they want a great overall experience. They want to do business […]
August 26, 2015
Don’t Wait for Pain to Change Your Game premium
If you’re like many financial institutions, tradition can be a powerful force that gives you the edge over your competition. But what happens when “the way we’ve always done it” just doesn’t cut it anymore? Or, when your competition starts to do things the same or better than you? Too often, change comes too late. […]
July 27, 2015
Retail Strategies that Work in the Real World premium
What they say is true: first impressions leave a lasting impression. So how can you control the in-branch experience? By training the people who do meet face-to-face with potential account holders daily to leverage effective retail strategies.
July 10, 2015
Boosting Training Program Buy-in for Maximum Results premium
While credit unions have long outpaced other institutions when it comes to customer service, big banks are quickly closing the gap. According to the 2015 Consumer Banking Insights Study, 90 percent of credit union members said they were satisfied with their institution’s customer service, yet 87 percent of big bank customers said the same. How […]