54 SEPTEMBER / OCTOBER 2017 ADVERTISERS INDEX The Baker Group .............................. Inside front cover Bankers’ Bank......................................................... 43 BITS .......................................................................53 Boenning & Scattergood .........................................39 BOK Financial Institutional Advisors..........................9 Cinnaire Corporation............................................... 23 Community Banc Consulting Inc. ...........................37 Equias Alliance .......................................................29 One bank’s statement of values reads, “We all hold the title of Customer Service Representative.” This bank understands that “the CSR in all of us” must appreciate that every customer adds to a bank’s success, and we must value that contribution in how we go about our daily duties. As the CEO of that bank notes: “We must design our day around the question, ‘How will I serve my customer?’” Following are some recommendations for integrating CSR presence of mind in daily duties: Front-facing leaders. For tellers, call center agents, loan officers, branch managers and any bank leader who works with customers every hour of the day, the mission is simple: Serve your customers, build great relationships with your customers, and increase your customers’ financial wellbeing. In the end, we want our customers to profit as a result of their relationships with our banks. Always be on the lookout for ways to be good news for your customers, building their financial security one experience at a time. Behind-the-scenes leaders. While deposits and loans build the business base for our banks, other functional areas – accounting, human resources, card processing, IT and more – keep the gears in motion. These leaders serve customers with their skills that ensure a seamless customer experience. Accuracy, staff expertise and uptime are just a few ways that service to customers extends beyond the branch. Some might argue, successfully, that behind-the-scenes leadership is increasingly important in a mobile world, where fewer customers visit our branches. Executive leaders. While everyday interactions with customers are less common, vice presidents and C-level leaders have much influence over how a bank serves customers. These executive leaders should schedule time to visit branches frequently and meet with customers. Old-fashioned “lobby talk” can reinforce or clarify what management reports divulge. Executive leaders also should meet with front-facing and behindthe-scenes leaders, to describe how their roles benefit customers and the bank. It is encouraging to hear reinforcement that frontline and back office operations are significant. Finally, executive leaders should consider adding “How does this affect our customers?” to every meeting agenda. A few banks even arrange for an empty seat at every meeting, representing “the customer” to serve as a reminder in planning for success. Our customers are vital to our banks. Regardless of titles, the results of all of our jobs flow to delivering economic value to customers. “We all hold the title of Customer Service Representative.” As leaders, may we always remember, and act upon, the drivers of success for all of our banks – our customers. HB Bank Marketing Tip A CSR at every desk SmithAmundsen LLC ..............................................25 SNL Financial ...........................................................3 Stock Yards Bank & Trust Company.........................47 United Bankers’ Bank .............................................. 41 Wilmington Trust NA............................................... 35 Young & Associates Inc. .........................................13 Jeff Rendel President Rising Above Enterprises jeff@jeffrendel.com Article author Floodplain Consultants ...........................................15 IBA Group Insurance Trust ......................................17 ICBA Bancard .........................................................31 Infotex .................................................................... 51 The KeyState Companies .................Inside back cover Monroe Shine & Co. Inc...........................................21 Promontory Interfinancial Network .......................... 45 The SHAZAM Network............................................33 MARKETING / SALES
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