Session Description:
How
much sales $ are you leaving on your table?
Small business households (business + owner
+ employees) are 5-10X more profitable than personal
households, buy 5-7X the number of services and
are the most affluent personal customers. Business’
10% of retail households contributes upwards of
60% retail revenues. Strengthening your retail:small
business partnership will accelerate your personal
and small business sales from
higher retention + more x-sell + greater
new customer acquisition, by delivering a stand-out
sales experience.
Successful
bank retail:small business partnership case studies,
based on a recent senior executive survey, StratShopSM
branch sales experience research and NBW client
work:
o
Branch sales experience
o
Merchandising
o
Product offers
o
Branch staffing and roles
o
Sales management practices
o
Goal setting and compensation
o
Organizational alignment
FleetBoston's
Marshall St. Clair will share their
proven best practices of how their stronger retail:small
business partnership accelerated their sales growth:
o
Mainstream retail branch network
tactics
o Fleet
Solution Center branch business
center program
From this session you will learn practical ways
to increase branch small business and owner personal
sales growth at your institution:
a)Why doesn’t retail management seem to
pay more attention to this critical segment?
1)What are the typical
roadblocks and challenges?
2)How can they be overcome?
3)How to increase retail
resource allocations to small business
b)Why is branch small business sales quality so
low today?
1)Current branch sales
experience components you can easily improve
2)Specific bank best
practice examples for branch small business: merchandising,
staffing, offer, sales process and sales management
tactics
c)Practical ways to increase your branch small
business sales growth:
1)Mainstream retail branch
network tactics
2)Branch business center
program
3)‘Branch as a
key client’ business banker program
This retail banking sales and marketing strategy
program is appropriate for senior financial executives
with responsibility for Branding, Retail Banking,
Small Business, Product Development, Marketing,
Market Research and Strategy Teams.
Attendance Fee:
$275.00 plus $50.00 per telephone line used.
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About Marshall St. Clair:
Marshall St. Clair has been with the Small Business
Services unit of FleetBoston Financial since 1994, with
a career progressing through several leadership posts,
including managing credit and deposit products, oversight
of a consolidated small business P&L, and marketing
director. He is responsible for identifying profitable,
high-opportunity customer segments and crafting and
bringing to market targeted product/service packages
and value propositions. He is also responsible for championing
programs to drive relationship depth and improve the
customer experience across the customer touch-points.
Prior to Fleet, Marshall was at Citibank
for 11 years, where his career included positions in branch
management, mortgage underwriting/processing management
and marketing/product management for consumer credit and
small business. He also spent 2 years at Bank United of
Texas establishing consumer credit products and marketing
programs.
Marshall holds a Bachelors degree in Economics and a MBA
in Marketing and Corporate Relations & Public Policy
from Columbia University.
About Les Dinkin and NBW Consulting
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| Les Dinkin (ldinkin@nbwconsult.com)
is the Managing Principal at NBW Consulting Group, a retail
financial services consultancy based in Westport, CT.
NBW helps its clients profitably speed-up immediate
and ongoing sales demand and profits among current customers
(retention and cross-sell) and acquire new customers --
with practical, quick payback sales and marketing programs.
Mr. Dinkin has over 26 years of consulting, line banking
and consumer brand management experience at Oliver,
Wyman & Company (Small Business Partner for North
America), KPMG Peat Marwick, Amex, Citibank and Nabisco.
He consults to financial institutions in the U.S., Canada,
Europe and South America.
Client support includes NBW’s proprietary Sales
Value PropositionSM program and its
comprehensive StratShopSM (branch
staff, Relationship Manager and Business Banker) sales
experience benchmarking and assessment, in addition
to:
·
Sales target segmentation
·
Small business financial center branches
·
Deposit growth
·
New products
·
Pricing effectiveness
·
Reg. Q deregulation impact and opportunities
Mr. Dinkin frequently speaks at financial services
conferences on sales growth topics and is published
and quoted in the Wall Street Journal, New York Times,
American Banker, Business Strategies magazine, Dow
Jones Newswire, Bloomberg radio and wire services and
National Public Radio, among many others. Examples of
recent presentations and articles include:
- Shopping for Personal
and Small Business Sales Growth
- Accelerating Core Retail
and Small Business Deposit Growth
- Which is the Best Branch
Sales Model: 'Relationship Probe' vs. 'Reactive Retailer'?
- How to Increase Branch
Small Business Sales Growth
- Reg. Q Commercial Deposit
Deregulation: Friend or Foe?
Mr. Dinkin also applied for a patent-pending multi-financial
institution shared sales and service facility approach
targeted to small business and affluent segments. He
taught at the Columbia University Graduate School of
Business as an adjunct marketing professor and has also
taught Pricing at the BAI and the America’s Community
Bankers Retail Banking Graduate School programs. He
earned an MBA from Columbia University and studied Computer
Science and Electrical Engineering at Brown University.
The firm's collegial, hands-on and fact-based practical
approach, analytical tools and extensive experience-based
insights as consultants, former line bankers and business
owners are all brought to bear on each client’s
unique market, customer, operational and organizational
situation. Call Mr. Dinkin directly at 203.221.1020
for more information and visit NBW Consulting at www.nbwconsult.com
About Martha Crawford
Martha Crawford (mcrawford@nbwconsult.com)
is a Senior Consultant at NBW Consulting Group, a retail
financial services consultancy based in Westport, CT.
NBW helps its clients profitably speed-up immediate
and ongoing sales demand and profits among current clients
and acquire new clients -- with practical, quick payback
programs.
Ms. Crawford brings over 20 years of
retail and small business banking experience with Wells,
FleetBoston and BankAmerica. In
addition to strategic planning and customer and competitive
research, Ms. Crawford focus throughout her career has
been small business banking, including product management,
sales support, promotions, and training.
Her consulting work includes small business product
development and branch sales effectiveness, StratShop
assessments, branch banking center program design, increasing
fee income, competitive strategy and implementation
assessments and market/customer research.
Ms. Crawford earned a B.A. in Political Science and
Philosophy from the University of Massachusetts at Amherst.
Formerly with Bank of America and Wells Fargo and First
Interstate Bank in California, Ms. Crawford returned
to the East Coast with Fleet Bank in the mid-1990’s.
Since FleetBoston, Ms. Crawford has worked as a Senior
Consultant with the NBW Consulting Group providing client
and project support with NBW’s proprietary Sales
Quality and Sales Effectiveness programs and its comprehensive
StratShopSM
branch and Business Banker sales experience benchmarking
and assessment programs.
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