Success Story #1:
Sales Accountability
Organization: Citizens Banking Corporation
Goal: Citizens wanted to establish a new infrastructure for sales accountability at every level within the retail bank. This new infrastructure would ensure a quality experience for every client at each contact within the branch environment.
Means: Monarch Performance Group developed a customized training program that improved Citizens’ client profiling capability and implemented a needs-based sales model for their new account process.
The Challenge: As the second largest bank holding company headquartered in Michigan with a network of 182 branches throughout Michigan, Wisconsin, and Iowa, Citizens needed a more comprehensive profiling process to better meet the current and future needs of their clients.
Due to geographical and sales culture differences of the acquired branches, and with a plan for future expansion within their footprint, Citizens wanted to create one overall needs-based culture in order to successfully manage future growth by differentiating themselves from their competition.
The Solution: A customized needs-based curriculum with profiling tools was developed and delivered through live interactive workshops followed by one-on-one managerial coaching sessions designed to make classroom learning a reality in the branch environment.
In addition, for measurement and evaluation purposes, mystery shops were conducted and results were included in the managerial coaching sessions. The feedback from the mystery shops provided the managers with critical information for coaching their team to ensure they were performing at the desired level.
The Result: Citizens Bank now has a thriving sales process that is very client centric and has allowed them to better meet and exceed the expectations of their client base. Citizens has experienced not only greater client loyalty, but a significant positive impact to their bottom-line.
- Training workshops were conducted for 182 branches, including the District Officers, Branch Managers, Personal Bankers, and Customer Service Representatives over a six month period.
- Coaching sessions were conducted with 182 Branch Managers and 16 District Officers. Each session was conducted 30-days after the Branch Manager or District Officer attended a workshop.
- Mystery shops were conducted for every branch.
“It's already started to pay dividends..."
"Everything they did exceeded my expectations. I found the work with Monarch Performance Group to be very professional, very thorough. I think they are very knowledgeable in the materials, and appropriate to the implementation. I found it to be very worthwhile; it’s already started to pay dividends."
-- B. C., District Manager