Discover Our Expertise
PCI Performance Management is passionate about community banking! Our mission is to offer key insights and tools to drive executives to the next level. We approach each of our clients with fresh eyes to develop customized, unique strategies.Are you ready to set your business on the path to success? Let’s connect and take your organization to the next level.
THE CUSTOMER EXPERIENCE
Now, more than ever, community banks must design and implement a retail strategy to meet the changing demands in customer expectations and behavior. The playing field is drastically different from only a few years ago.
Customers are coming into the bank less than in previous years. Many community banks are experiencing up to a 30% drop in lobby traffic over the past three years, and most see that trend continuing as customers have adopted mobile and online approaches to their banking needs.
Community banks’ internal technology has revolutionized a bank’s ability to provide efficient delivery of retail products. This technology has allowed banks to profile a customer and cross-sell at the point of sale. This is critical for deepening customer relationships and to enhancing the customer experience.
Is your retail team stepping up to meet the changing needs of this industry? Are your retail bankers cross-trained to fully maximize this particular staff model, while also not losing it customer experience?
Through PCI’s experience, we’ve helped community banks position their retail department for the changing and future needs of this customer-facing segment. While not all community banks are fast followers with various Fintech applications, there are effective ways to complete with the retail banking technology your bank already owns. Ensuring retail employees have the depth of knowledge to deepen the customer experience is another critical element to maximize your retail delivery.
Let’s start the conversation today to level up your retail banking game!