Depositors in Motion: Refining the Retail Sales Experience to Win Share

Session Description:

Countless valuable customer relationships are up for grabs as the banking industry deals with a crisis-torn market, posing both risks to current deposit and the opportunity for major market share gains. But, are retail financial institutions adequately prepared for the intensive challenges to retain established customers and win new ones?

Much will hinge on the sales experience, including interactions with branch and call center staff as well as relationship managers. Yet in many cases, these valuable opportunities with consumer and small business customers will be forfeited -- needless victims of unfocused and inconsistent front line performance.

This session will detail the methodical approaches that leading institutions are using to improve their retail sales experience and win deposit market share. Using case studies and Novantas' proprietary analytics, this session will:

• Describe the historic unfolding opportunity to increase profitable new customer relationships in a turbulent market
• Outline the sales experience challenges that must be surmounted to realize this opportunity
• Discuss specific required improvements, including targeting, benchmarking performance and sales management
• Profile the strategic and financial benefits resulting from this work

This program is appropriate for senior financial executives with responsibility for Strategy, Retail Banking, Customer Relationship Management, Sales Effectiveness and Market Research.


About Les Dinkin:
Les assists clients to create meaningful and sustainable profitable sales acceleration results... in the branch, relationship manager and telephone channels.

During his years of consulting, retail financial services and brand management experience, he served major and regional banking clients in the U.S., Canada, Europe and South America. At Novantas, Les focuses on improving client’s retail, business banking and middle market sales performance with more powerful pricing, sales targeting, sales behavior benchmarking and training/coaching/ sales management programs that improve both front-line sales effectiveness and sales experience consistency. This includes developing programs targeting the total business household: business + owner + employees.

He was responsible for developing the firm’s proprietary Continuous Sales Improvement Program^TM.  Les also integrated six-sigma analytics into sales experience benchmarking for branch, telephone, and relationship-managed sales channels to provide clients with the most comprehensive analytics and insights into the customer:sales representative interaction available.

Les is a recognized speaker on improving sales results.  He has been published in The Wall Street Journal, The New York Times, Money Magazine, USA Today, American Banker, and Banking Strategies among many others.  Les was previously the president of the NBW Consulting Group and a partner at Oliver, Wyman and KPMG Peat Marwick.  Prior to consulting, Les was an executive with Citibank and American Express.  He was also an adjunct Professor at the Columbia University Graduate School of Business.  Les earned an MBA from Columbia University and studied computer science and electrical engineering at Brown University.


About Novantas LLC:
Novantas LLC is a New York-based management consultancy and information services firm that serves banking and financial services companies in North America. Areas of particular expertise include program support and performance benchmarking for consumer small business and business banking, branch and relationship managed channel sales effectiveness, credit cards and electronic payments, insurance, brokerage and wealth management, and commercial and investment banking.

The Firm is the acknowledged leader in customer science and revenue strategy in the financial services industry. It specializes in investigating and interpreting customer needs, attitudes and behaviors to help companies refine decisions, customer strategies, and sales and service activities.

Through disciplined analytics, pragmatism and deep industry experience, the Firm ensures that the resulting performance improvements are effective and enduring.

Along with consulting services, Novantas also provides computer-based services that support major marketing applications. The MindSwift® platform, for example, is used by clients to improve interactions with customers over the phone and the Internet. Qualytix, a Novantas subsidiary, is a leader in performance benchmarking and provides the analytical support for BAI’s Benchmarking Services.
 

www.novantas.com