Jim S Miller

Thoughts on the Client Experience and Banking

Winning Strategies: Getting To Know Your Customer

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  • Determine the top three things you need to know about every customer. How long have they been with you? How many products and services do they have with you? What is their favorite topic of discussion?

 

  • Based upon measurement of customer satisfaction, what type of customers visit you most often? What do they think about your level of customer service? Are they willing to leave you simply for a better rate or product?

 

  • Be prepared with three key questions that are open-ended (tell me about…) to allow the customer to talk about their lives while revealing needs that you can fulfill.

 

 

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Written by Jim S Miller

December 28, 2011 at 6:26 pm

Posted in Uncategorized

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