Critical to the success of every bank is creating a healthy balance between outstanding customer service and employee satisfaction. Establishing a customer-first mentality starts with developing a framework of processes, systems and behaviors that support the customer experience.
The CEO of a retail banking firm wished he knew the answer to this question. At the time, he was very dissatisfied with the service levels across his network of more than 1,000 branches. An employee survey and root cause analysis revealed that 88% of staff felt
