Reinventing your strategy?

1. Expectations

On paper, the changes should:

Drive up sales
Attract new sorts of customer
Improve your organisation's image
Open new, lower-cost channels

2. Typical issues

In reality, you may find:

Staff are reluctant to change old habits
Customers expect even more
The media continue to be cynical
Returns don't justify the investment

3. How we help

Sales effectiveness diagnosis
Communicating change
Managing sales and service
Lifting operational efficiency

Feature Case Study: Sotto Mayor

Challenge: A newly acquired bank needed a long overdue overhaul of its systems, products and network management.

Solution: Set up a performance programme to teach field managers to become hands-on sales coaches, and to teach staff to engage customers in valuable, needs-oriented conversations.

Result: Very few customers left the bank during the transition period. Meantime, the bank quickly doubled the average number of products per customer.