Deluxe Knowledge Exchange: Knowledge Blog

Just Thinking... Applying the Evolving Nature of Language

Martie Woods, Vice President and Chief Experience Officer — Thu, 28 Feb 2013 00:00:00 GMT

I grew up with a father who was both a talented writer and a stickler for accuracy. I used to write letters home from camp only to have them returned with red pen highlighting my mistakes. It sounds harsher than it was. I learned a great deal from him – namely to respect the English language and how it was intended to be used.

Taking the Pain Out of Customer Surveys

Guest Blogger, Andrew Konoff — Thu, 27 Dec 2012 00:00:00 GMT

If you care about your business, you care about your customers just as much, and you probably spend a big chunk of your day trying to figure out exactly what matters to them. That’s the situation that a survey seems built for! But it may be hard to capture customer attention in order to get truly valuable answers.

A New Tactic to Change the Attitude of the Unbanked - Provide Knowhow

Martie Woods, Vice President and Chief Experience Officer — Tue, 25 Sep 2012 00:00:00 GMT

28% of U.S. households are either unbanked or underbanked, an increase from the last survey, conducted two years prior. More than half of all unbanked households said they do not have an account because they believe they do not have enough money or they just don’t need one.

Just Thinking... A Second Look at Your Gen Y Targeting Plan

Martie Woods, Vice President and Chief Experience Officer — Mon, 23 Jul 2012 00:00:00 GMT

I am often asked by bankers to give my perspective on the best way to target and attract younger consumers, specifically Millennials or Generation Y. It’s a fair question given some of the pain we are experiencing in the banking industry - traditional sources of income are eroding, innovation is broken, and for the most part, customers aren’t interested in spending time with their institution.

A Quick and Easy Switch

Russ Belland, Director of Marketing, Growth Programs — Thu, 12 Jul 2012 00:00:00 GMT

When it comes time to switch banks, consumers definitely want the process to be quick and easy. According to a recent Deluxe Banking Consumer Poll of Americans 18 and over with a checking account, 77% say a quick and easy way to switch would play an important or very important role in their decision when choosing a new financial institution.

Processes that Create Work for Our Customers

Guest blogger, Melissa Kovacevic — Tue, 26 Jun 2012 00:00:00 GMT

We are often guilty of creating work for customers related to processes that are poorly designed or have not been reviewed and updated in years.

What can we do to create customer-focused processes?

Professor Banker

Martie Woods, Vice President and Chief Experience Officer — Wed, 20 Jun 2012 00:00:00 GMT

I’d like to invite you to take a quick trip down memory lane. Pause for a few seconds and envision yourself as a high school or college student. Now, if you can, push the memories of clothing styles, popular music, and youthful shenanigans out of your head. Think about your classes. In which ones were you most engaged? In which ones did you learn the most and perhaps earn the best grades?

Horse and Carriage

Petro Tsarehradsky, Vice President Marketing - Financial Services — Thu, 14 Jun 2012 00:00:00 GMT

I’m a fan of the Frank Sinatra tune called, “Love and Marriage.” The one where he croons, “This I tell ya, brother, you can’t have one without the other.” I think of that line when I’m talking with financial institutions about acquisition and onboarding.

Turning Lemons into Sangria: A Customer Experience Tale

Guest blogger, Melissa Kovacevic — Mon, 04 Jun 2012 00:00:00 GMT

Our banking customers and credit union members have experiences with us that range from wonderful to not good and sometimes downright awful. Their experience is not just about the errors that we may make in handling their accounts or in solving their problems.

When Sales and Service Meet

Guest blogger, Melissa Kovacevic — Tue, 15 May 2012 00:00:00 GMT

Many times, we can learn from other industries, even those seemingly far removed from our own type of business and customers. A Customer Experience I had at a grocery store is one of those times.

Just Thinking... The Job to Get Done

Martie Woods — Thu, 15 Mar 2012 00:00:00 GMT

Recently, FAST COMPANY published a short yet powerful article in which they predicted who will finally win the challenge of enabling people to pay for everything with their smart phones. They focused on seven possible contenders: banks, merchants, startups, credit-card companies, mobile carriers, PayPal and tech titans.

Just Thinking...French Class

Martie Woods — Mon, 02 Jan 2012 00:00:00 GMT

26 years ago, I woke up with a dread and desperation stronger than any I had felt yet in my short life. I showered, wrote the answers to my upcoming French test on my thigh and pulled on my denim miniskirt that would provide both perfect coverage and perfect access. Two hours later, I took my seat in my sophomore French class and waited to take the test for which I was so ill-prepared.

The Transformation of American Banking

Susan Eick - Vice President of Product Innovation and R&D — Tue, 25 Oct 2011 00:00:00 GMT

On the first evening of the BAI Retail Delivery Conference, bank industry influencers converged at Blackbird Restaurant in Chicago to discuss “The Transformation of American Banking.” At a dinner hosted by Deluxe Financial Services, Associated Press banking reporter Pallavi Gogoi moderated a lively discussion focused on the changes facing American banking today – the regulations, debit card fee issues and consumer challenges facing banks of all sizes.

Tweet at the Expo

Deluxe Knowledge Exchange Team — Tue, 18 Oct 2011 00:00:00 GMT

Why do we want you to tweet at the Expo? We think that the best way to illustrate how easy it is for you to make connections and gain valuable insight on Twitter is to immerse you in it. So now’s your chance to contribute to the Expo dialogue as the event unfolds.

Cracking the QR Code

Deluxe Knowledge Exchange Team — Fri, 23 Sep 2011 00:00:00 GMT

You’ve seen them in magazines, print ads and even business cards. You’ll also see them at our Expo. The square, black-and-white bar code looking thing – what is that? It’s called a Quick Response (QR) code and it’s a tool for the next marketing frontier.

Using Twitter – Today and at the Expo

Deluxe Knowledge Exchange Team — Mon, 29 Aug 2011 00:00:00 GMT

Why should you be on Twitter?
You can’t watch TV or listen to the radio all day! Instead, use Twitter as your constant source for up-to-the-second news and info. News on Twitter almost always supersedes updates on internet websites – it’s accessible, fast and “real-time”.

Just Thinking...How Happy Works

Martie Woods — Mon, 01 Aug 2011 00:00:00 GMT

How one bank has succeeded when surrounded by failure

In 1990, J. Pat Hickman organized a group of investors and bought a single branch bank in a small town in Texas. We were knee-deep in the S&L debacle and banking was not a lucrative industry. Pat bought the bank anyway. In fact, Pat bought what would become one of the most successful banks in the Panhandle of Texas.

Getting "Social" at the Expo

Deluxe Knowledge Exchange Team — Fri, 29 Jul 2011 00:00:00 GMT

The social media buzz continues to gain momentum – we hear about it everywhere! As a banker, you may question how or why Twitter, Facebook and LinkedIn can help you in your daily work or in your marketing efforts.

Cruising Through Constraint

Deluxe Knowledge Exchange Team — Wed, 20 Jul 2011 00:00:00 GMT

Think the banking industry is the only one dealing with regulation and constraint? Think again!

Just Thinking...Emotional Accelerant

Martie Woods — Thu, 09 Jun 2011 00:00:00 GMT

When rock bottom is looming, stability is threatened and answers seem unclear, we are quick to turn to the immediate need for behavior change. We need our employees to do more of this, less of that; we’d like our children to simply try; and, it wouldn’t hurt if we could just be more consistent.

Just Thinking...If You Want to Demand a Premium, Quit Selling Haircuts

Martie Woods — Thu, 10 Mar 2011 00:00:00 GMT

When my children were two and four, I suffered from acute guilt and frustration that was so routine, I could plot it on the calendar. It occurred every six weeks and was brought on by their obvious need for haircuts. It seemed to happen overnight - they would wake up one morning with scraggly, split-end hair that hung in their eyes. I so wanted to turn my nose up in disgust and ask who their mother was.

Just Thinking...Usefulness

Martie Woods — Fri, 21 Jan 2011 00:00:00 GMT

At our Expos in 2010, our friend Peter Sheahan brought up the concept of “usefulness”. It stuck with me and led me to realize that we have too tight a grip on right and wrong.

Just Thinking...Lean Doesn't Actually Ruin Customer Experiences

Martie Woods — Mon, 20 Dec 2010 15:15:00 GMT

I recently read an article titled, “Starbucks’ Lean Ruins the Experience”. Anyone who knows Lean does not even need to read the article to recognize the contradiction in this statement.

What is the Employee Loyalty Formula? Tell us below and enter yourself to win!

Shep Hyken, CSP, CPAE — Wed, 01 Dec 2010 14:15:00 GMT

Hello! My name is Shep Hyken and I’m very excited about the upcoming Deluxe Knowledge Exchange web seminar on Wednesday, December 8 at 1:00 p.m. CST. The topic of the seminar will be The Cult of the Customer: Turning Satisfied Customers into Customer Evangelists. Complete the Employee Loyalty Equation and you could win a copy of my new book due out in April 2011! Read and enter now!

Just Thinking... Banker?

Martie Woods — Fri, 19 Nov 2010 00:00:00 GMT

As part of an effort to understand consumers’ thoughts about money, banking and regulations, I recently spent several days in Kansas City talking to people about these very things. One of our exercises, designed to provoke thoughtful responses, was a word association game – we provided a word, they responded. The list consisted of 10 or so words and somewhere in the middle was the word “banker”.

Just Thinking...Lessons from Halloween

Martie Woods — Fri, 05 Nov 2010 00:00:00 GMT

Last Saturday, my husband, Pete, and I decided to go hear one of our favorite bands – a blues band that magically transports its listeners from White Bear, Minnesota to New Orleans in one short night. We weren’t alone – the place was packed with people, many of whom wore costumes because it was Halloween weekend. There were the usual costumes: a devil, an angel, a chicken (is that usual?) and three people dressed as hippies.

Be in the game

Joe Calloway — Thu, 08 Oct 2009 00:00:00 GMT

Some people say that they "refuse to participate in the recession." Really? REALLY??? That's a huge mistake. Recessions reshuffle the deck and present incredible opportunity to rethink, reposition, and innovate. In marathons the lead changes hands or is extended on the hardest parts of the race course. This recession won't last forever. Don't wake up one day and think "I missed my chance." Ask yourself and your team right NOW: "Where is our opportunity?" Then ACT.

Model Behavior

Jon Wallen — Tue, 28 Jul 2009 00:00:00 GMT

I came across this blog the other day. My goal is to be this bank/credit union: I think I'm in love with my bank

Be Accessible in a Variety of Ways

Lisa Ford — Mon, 29 Jun 2009 00:00:00 GMT

Review the technology your customer uses to reach you. Identify when they are "forced" to contact you. When do they stop using the technology as the access point and use another mode to access you? Is it out of confusion, lack of clear information or fear of no response. Most of those customers did not want to talk with you in the first place. Identify the problem and fix it.

Vision, Without Execution, is a Hallucination!

Joe Calloway — Fri, 19 Jun 2009 00:00:00 GMT

Do you recognize and reward employees based on how well they contribute to making the company's vision a reality? If not, then what's the purpose of your vision? Make your vision real - not just a slogan to go on a printed card that gets taken out and read at meetings. A vision statement isn't for special occasions, it's the guide for what every employee does every day, all day long.

Beware of the WOW Goose Chase

Joe Calloway — Mon, 11 May 2009 00:00:00 GMT

It's all well and good to be looking for your WOW factor. But think about this - Southwest Airlnes customers can all tell stories about being WOWed by Southwest employees. But ask them why they fly Southwest and you'll hear: value, on time performance, easy to do business with. The most powerful WOW in today's economy is to deliver on your customer's basic expectations every single time. Consistency of performance. Wow! What a concept!

Practice A Little Empathy

Lisa Ford — Tue, 05 May 2009 00:00:00 GMT

Remember when customers have a problem, they want to know you are listening. Empathy is the best tool to let them know they were heard. It also is a great way to show you are partnering with them and not working against them. Check your training programs to see how well empathy is being taught.

Check Your Alignment

Joe Calloway — Tue, 05 May 2009 00:00:00 GMT

I was in a grocery store this week - they had their vision statement posted on the wall. The core idea was that "we want to be the most progressive, innovative neighborhood store in America." Huh? It's a perfectly good grocery store but there's really nothing remotely innovative about it. Their strength is in selection and price. The lesson for all of us is this - is your vision statement in alignment with what you do and who you really are? If not, get in alignment!

Create Advocates

Shep Hyken — Wed, 22 Apr 2009 00:00:00 GMT

The “Law of Advocacy” is very powerful. Success comes from being good at what you do and having a likable personality. Who are your advocates? Identify them and develop these relationships to their maximum potential. Remember, it is not about people being willing to put in “the good word” for you when you ask them. It is about them doing it without asking.

Loyalty Goes Both Ways

Shep Hyken — Fri, 17 Apr 2009 00:00:00 GMT

In order to get your customers to be loyal to you, you need to be loyal to your customers. Are you loyal to your customers? Do they know it? Do they feel it? What are you doing to prove it? Write down all of the things you think you are doing, or should be doing, to show your loyalty to your customers.

Hone Your Coaching Skills

The Deluxe Knowledge Exchange Team — Thu, 16 Apr 2009 00:00:00 GMT

Want to strengthen your coaching skills? Start by practicing open-ended communication techniques with your employees.

Instead of asking questions that can be easily answered with a simple "yes" or "no", ask questions that push employees to use descriptions and provide examples.

Want more ideas like this one? Check out The Coach Kit! Click here

Make Something Old, New

Sherry Quinn — Thu, 16 Apr 2009 00:00:00 GMT

Sending your member a birthday card has already been taken and is worn out. So what's left? Your staff consists of retail consumers. Each has had their own good and bad experiences in a multitude of retail establishments. Set up a meeting to pick their brains on added touches they've liked. "Borrow" those ideas, develop a little twist to make them your own and apply them to the every day experience your members have with your financial institution.

A "Gift" From Your Customers

The Deluxe Knowledge Exchange Team — Wed, 15 Apr 2009 00:00:00 GMT

Want to diffuse a confrontation with an angry customer?

Thank them for complaining.

Consider the complaint an opportunity to improve your business.

Follow My "Grandmother Rule"

Lisa Ford — Wed, 15 Apr 2009 00:00:00 GMT

Do what you say you are going to do, Do it when you say you are going to do it and do it right the first time. It is called the grandmother rule since many people were raised hearing these words. These rules define reliability. Think how much easier your life will be if the team is on board with this rule. And your customers will love it.

Use the "One and Done" Rule

Lisa Ford — Tue, 14 Apr 2009 00:00:00 GMT

No one wants to get bounced around and explain their problem to various people. Get team members to own the customer's problem and fix it. Contrary to popular belief, customers don't always want speed but they do want responsive resolution by a competent person. Update team members skills so each will be the "right person" who can one get it done.

More Than a Bank

The Deluxe Knowledge Exchange Team — Tue, 14 Apr 2009 00:00:00 GMT

Want your customers to think of you as a resource beyond banking?

To get started, offer a free class on how to balance a checkbook, compile the right documents for tax time, or do other routine, but often overlooked, financial tasks.

There is no "I" in TEAM

The Deluxe Knowledge Exchange Team — Thu, 09 Apr 2009 00:00:00 GMT

The old adage "There is no I in team" is true. Effective teams need to be able to connect all of the individual skill sets, but do not forget there are individuals on the team. Team meetings are a great place to draw out individual thoughts and ideas from your employees. Ask specific people to share their thoughts during meetings, especially those who may not normally speak up!

Want more ideas like this one? Check out 52 Huddles! Click here

Something to Think About

Dick Rayport — Wed, 08 Apr 2009 00:00:00 GMT

Ultimately, your customer will define their experience with you based on how they can answer the following questions. 1. How well do you meet their needs? 2. How smoothly and quickly do you solve their problems? 3. How accurately and quickly do you anticipate what they'll want next? Can you, without hesitation, say today that you make decisions with these customer questions in mind? Maybe its time to start.

Let Them Have the Floor

The Deluxe Knowledge Exchange Team — Wed, 08 Apr 2009 00:00:00 GMT

Your customers want to have a sense of control. If you simply take charge of the conversation and “tell” them the problem and how to resolve it, the customer will not feel engaged. You need to listen, restate the problem and give them choices for how the problem can be resolved.

Pay It Forward

The Deluxe Knowledge Exchange — Tue, 07 Apr 2009 00:00:00 GMT

Start the day by creating a chain-reaction of respect.

Pay special attention to your first interaction with each of your employees. Set a positive tone for the day.

Want more ideas likes this one? Check out The Coach Kit! Click here

Spread the Word!

Scott Reynolds — Tue, 07 Apr 2009 00:00:00 GMT

All employees are part of the customer experience department. Keep that in mind as you train, educate and support your teams. If you have new information on how to create a really great customer experience, don't just share it with your leadership, share with all levels of employees.

What's the Sweetest Sound a Person Can Hear?

Joe Calloway — Mon, 06 Apr 2009 00:00:00 GMT

Their own name! Have everyone in your branch commit to learn the name of one customer per week. The positive power of that simple connection - calling a person by name - is extraordinary. Every employee - one new name - every week. A simple yet significant idea for relationship building.

Will They Read It?

Stephen Lake — Mon, 06 Apr 2009 00:00:00 GMT

Do customers read your marketing materials or toss it like junk mail? If you focus on the customer experience, you need to put more thought into your messaging and the way the customer views it. Marketing messages using words like "congratulations" or "good news" have a negative effect on customers. Customers use words like "ploy" or "scheme" to describe them. Form a trusted group of customers to consult with on your marketing. There is no substitute for the customers' point of view.

Develop the Role of Small Business Champion

The Deluxe Knowledge Exchange Team — Fri, 03 Apr 2009 00:00:00 GMT

Have someone on your team with extensive small business knowledge and the ability to think big and creatively? Enlist them as your small business champion. Have your champion explore ways to work more effectively with your small business customers. Then have them share the results with the rest of the small business banking team.

Want more ideas like this one? Check out The Small Business Series! Click here

Is Your Resolution Process a Good Experience?

Lisa Ford — Fri, 03 Apr 2009 00:00:00 GMT

When customers have a problem they want a resolution. An ideal resolution is an experience with one person, not 2 or 3 people. Your bank needs to focus its service on resolution, not speed. Think how can you avoid escalation and transfers - they are costly for you and frustrating to the customer.

Be Part of the Solution

Plato's Closet — Thu, 02 Apr 2009 00:00:00 GMT

Encourage your customers and staff to forego plastic bags and use reusable bags instead. If you're a retailer, provide reusable bags at your store and offer promotional incentives for customers to bring them back and reuse them. This not only saves the environment, but saves both the retailer and their customers money.

Be a Great Host

Linda Barr — Thu, 02 Apr 2009 00:00:00 GMT

What better way to get small business owners' attention than to host a networking party. Invite people who will enjoy each others' personalities. Invite people from different backgrounds that have something in common - the bridal store owner, the florist, the caterer, the photographer, etc. No need for an agenda, just serve treats and let them talk. Who knows? Your financial institution may become their group meeting place.

I Saw That...

The Deluxe Knowledge Exchange Team — Wed, 01 Apr 2009 00:00:00 GMT

Create a way for managers to officially, but casually, reward employees for creating a great experience for a customer. Design tools for on-the-spot recognition.

Want more ideas like this one? Check out The Coach Kit! Click here

Become a Savings Advisor

Daniel Gross — Wed, 01 Apr 2009 00:00:00 GMT

The good news (for many banks) about this downturn is that the national savings rate is spiking upwards. People are eager to learn about ways to do more with less. There are two crucial fronts for banks. 1. Encourage savings habits. I'm amazed, and frustrated, by the fact that my (very large) bank doesn't offer passbook savings accounts for kids. 2: think of ways in which you can advise people to use their resources more efficiently-beyond cutting out Starbucks coffee.

Make Your Customers Experience a Top Priority

T. Crane — Tue, 31 Mar 2009 00:00:00 GMT

Forrester unveiled research on how online retailers, despite the economy, won't cut dollars from their customer exp. budget. In fact, many plan to increase spending on personal development, web design & survey tools. All in the name of creating a better experience for their customers. The majority of those surveyed cited "making their web site" easier to use as the #1 reason for the increased spending. Attracting & retaining customers through a great experience is still key to boosting sales.

Narrow Down Your Areas of Focus

Deb Flanders — Tue, 31 Mar 2009 00:00:00 GMT

Make the most of your customer surveys. Keep them short and make sure you are asking questions where you can really affect change. Instead of asking your customer to rate today’s interaction on a scale of 1 to 5, ask them, specifically, what would have made today’s visit even better for them? Over time, you will start to see some things come up over and over. Those are the items you need to focus on.

Become an Indispensable Resource

Joe Calloway — Mon, 30 Mar 2009 00:00:00 GMT

How can you generate more deposits, create more business, and get closer to your customers? The answer: Advice. Don't think "selling." Think in terms of the advice you can give to customers that will help them save money, create opportunities, or solve problems. But to give advice, you have to know about the life events taking place with your customers. Don't leave your conversations at "How's the family?" Sit down and find out what's really going on with them. Engage!

Don't Delay

The Deluxe Knowledge Exchange Team — Mon, 30 Mar 2009 00:00:00 GMT

Address customer problems head-on and quickly.

Set problem resolution timelines, put a time to how soon the follow-up to the client should take place

Waiting only incubates anger.

Want more ideas like this one? Check out Valuing Problems! Click here

What Happened to the Mints?

Gene Anderson — Fri, 27 Mar 2009 00:00:00 GMT

I am always amazed how simple, seemingly small things make a big difference. Our customers love the mints by the teller line. They aren't the standard red and white striped mints, but are a mix of mint and milk chocolate. A while back, we took them away. I was stunned at the response. Every one of our front line employees was asked, more than once, "what happened to the mints?" Because of a mint, we learned to pay attention to the little things. Customers notice the little things.

A Little Goes a Long Way

The Deluxe Knowledge Exchange Team — Fri, 27 Mar 2009 00:00:00 GMT

Empower your employees to make things right with their customer.

Review all of the processes that require a "supervisor's approval". Remove the approval process and let your employees take care of their customers.

Focus on Small Businesses

The Deluxe Knowledge Exchange Team — Thu, 26 Mar 2009 00:00:00 GMT

Want to build or increase your small business customer base?

Assemble a team to brainstorm ideas on how to bring in five new small business customers a week. Consider including a few of your current small business customers to add their thoughts and experience to the brainstorm session.

Want more ideas like this one? Check out The Small Business Series! Click here

Say Thank You Sincerely and Often

The Deluxe Knowledge Exchange Team — Thu, 26 Mar 2009 00:00:00 GMT

Being grateful for your customers' investment of their time and saying "thank you" is one of the simplest and easiest ways to build strong customer relationships.

How do you demonstrate your appreciation to customers?

Redefine Your Value

Lyle Dardis — Wed, 25 Mar 2009 00:00:00 GMT

A few years back, JUUT Salon in MN made some interesting changes to their employee titles. Gone was the title of Hairdresser. That title was replaced by Daymaker. What a concept. I read an interview with the owner and when he was asked why he made that title change, he simply replied..."Because we make people's day." I can get my head around that. Does the title Teller really define what they do for our customers? Just something to think about.

Look for Easy Ways to Create WOW!

Joe Calloway — Wed, 25 Mar 2009 00:00:00 GMT

Wow your customers with speed. A quick response to a customer's problem or question can make a powerful impression. Surprise your customers with the speed of your communication. It's an easy and effective way to demonstrate how important they are to you.

Read All About It

The Deluxe Knowledge Exchange — Tue, 24 Mar 2009 00:00:00 GMT

Organize a coaching book club. Ask coaches on your team to research and read a book to help them strengthen their coaching skills. Pass the book around and have a discussion on ways to implement what was learned.

Want more ideas like this one? Check out The Coach Kit! Click here

Turn the Basics Into a WOW!

Sara Petrie — Tue, 24 Mar 2009 00:00:00 GMT

I recently stayed at a Ritz Carlton and was reminded immediately of the unique level of service they offer. It's so simple. They greeted me by name; walked me to my room; on the way to my room, every single hotel employee we passed, greeted me; the front desk called to make sure I had everything I needed and the general manager hand-wrote a welcome note that was on my desk in my room after I returned from dinner. So incredibly simple and yet I felt so attended too. Banks can do this too!

Adopt Non-Banking Experiences

Joe Calloway — Mon, 23 Mar 2009 00:00:00 GMT

Building on the Deluxe Knowledge Exchange Team's "Something to Share" idea - have each of your employees write the name of a company that they LOVE to do business with - under that write WHY they love that company - then share and get to the payoff: What's OUR version of that? What does the dry cleaner or Zappos.com or the kid's orthodontist do that YOU should be doing? Get creative and get out of the financial services idea box. Your next best idea is everywhere!

Hold More Effective Team Meetings

Lisa Ford — Mon, 23 Mar 2009 00:00:00 GMT

Use your team meetings to brainstorm ideas to problem situations that have arisen with customers. Encourage team members to bring issues to the table and ask for ideas on how else the situation could have been handled. Also if the bank is making a policy change that may not be met with enthusiasm by the customers, use the team meeting to "role play" how to deal with the criticism or questions that customers will present. Make certain everyone is prepared and can learn from each other.

Be the Tie That Binds

The Deluxe Knowledge Exchange Team — Mon, 23 Mar 2009 00:00:00 GMT

Do you regularly meet with an accountant, a local restaurant owner and a payroll specialist, but not together?

Take the next step and network for your customers. Put them in touch with each other and encourage them to make a partnership of their own.

Wantt more ideas like this one? Check out The Small Business Series! Click here

Be Open To New Ways and Ideas

Shep Hyken — Sun, 22 Mar 2009 00:00:00 GMT

Be willing to admit you are wrong. Be flexible and willing to try different ways of doing what you have always done. Be willing to take a risk. These are the things that will mentally make you better prepared to learn from good examples and capitalize on the opportunities that come your way.

Promote Healthy Competition

Stephanie Zecca — Fri, 20 Mar 2009 00:00:00 GMT

Design a competition around customer compliments. Split your team into two. Ask each employee to forward any unsolicited customer compliments to their team leader. Keep track for a month. At the end of the month, the losing team supplies the winning team with breakfast. Competition is a natural motivator.

Everyone Has Something to Share

The Deluxe Knowledge Exchange Team — Thu, 19 Mar 2009 00:00:00 GMT

What companies outside your industry have a solid, loyal following? What are they doing that you could try?

Don't get bogged down by monitoring your banking competitors - instead, monitor non-bank experiential retailers.

Use your team meetings to get your employees to share their retail experiences.

Want more ideas like this one? Check out 52 Huddles! Click here

Find Creative Ways to Grow Deposits

Patrick Flanigan — Wed, 18 Mar 2009 00:00:00 GMT

Work with local businesses to open accounts for their employees. Have the payroll dept/company insert the branch manager's business card into the employee's pay envelope. So when the employee opens his paycheck, the bank manager's card is there along with an invitation to call.

Stories Send a Message

The Deluxe Knowledge Exchange Team — Wed, 18 Mar 2009 00:00:00 GMT

Telling stories is an effective way of showing "how" you want your employees to act.

Capture one story each week that exemplifies your culture of taking care of customers. Write up the story and send it out in an email.

Real-world examples are more powerful than "telling" employees what to do.

Want more ideas like this one? Check out The Coach Kit! Click here

Be a Great Sport!

Lisa Ford — Wed, 18 Mar 2009 00:00:00 GMT

For those of you who are really great at customer service, wish your competitors well. They make you look good. If you were the only game in town, your customers would not recognize how special you are! Your customers ARE your business and they notice when you do the unexpected.

Create a Fun, Competitive Atmosphere

Debby and Ashley Parker — Tue, 17 Mar 2009 00:00:00 GMT

Each department has a Deluxe Champion (or cheerleader). We have developed a drop box for employees to recognize someone in our department that is modeling outstanding customer service, has a success story to share or comes up with a new idea on how to implement changes. At the end of each week, we draw names out of the box and award Champion Bucks or Deluxe Bucks. After a certain period of time, we hold an auction for employees to spend their bucks. Everyone gets engaged and gets free stuff!

Know the History

The Deluxe Knowledge Exchange Team — Tue, 17 Mar 2009 00:00:00 GMT

Today’s problem might be about last month’s problem.

Customers bring the memory of their recent interactions with your institution to their current issue. Be aware and inquire about past experiences with your institution.

Want more ideas like this one? Check out Valuing Problems! Click here

Look for Quick Hits

Andy Stenson — Mon, 16 Mar 2009 00:00:00 GMT

One of the things we can offer our customers at very little cost, especially our business customers, is information. I recently read an article in the Wall Street Journal that suggested small businesses need to think creatively to stay alive during this recession. WSJ Article

We can help our customers do the research on what's happening and how they can change their strategies and overcome.

Inexpensive, easy and value-add.

Options Galore!

Dave Boyer — Sun, 15 Mar 2009 00:00:00 GMT

Everyones likes to have alternatives and feel like they have some control over a situation, especially your customers. Instead of saying, “This is what I can do...,” try saying, “I have a couple of options for you to consider.” Even then, your customer may not be completely thrilled with the options, but at least they get to make the choice, giving them back some control.

Value Your Customers

Shep Hyken — Sun, 15 Mar 2009 00:00:00 GMT

Do you know the lifetime value of your customer? Do you work at getting him/her back the next time?

Part of creating loyal customers is how you respond in “recovery mode” when there are problems.
Understanding the value of the customer can help you make intelligent and reasonable decisions to get the customer to come back next time – every time.

Ask and You Shall Benefit

The Deluxe Knowledge Exchange Team — Fri, 13 Mar 2009 00:00:00 GMT

Want to know if your products are what your customers really want and need? Invite customers to participate in your new product development process. What other ways can you ensure you are meeting their needs?

Has the Economy Affected Your Ideal Experience?

Jeff Flohrs — Thu, 12 Mar 2009 00:00:00 GMT

I am not sure this will qualify as an idea, but I'm interested in others' thoughts on my question. I've been to Deluxe events where I was asked what companies I am loyal to. With all the changes in our economic outlook, personally and professionally, I am wondering if the companies people are loyal to has changed as well?

Get Specific

Shep Hyken — Thu, 12 Mar 2009 00:00:00 GMT

Write down all of the things you think you are doing, or should be doing, to show your loyalty to your customers. Be specific and write down how you are (or should be) doing it. Ask a few others what they think. Pat yourself on the back for the ones you are doing already, and start doing the ones you aren’t.

Details are Key for Effective Problem Resolution

The Deluxe Knowledge Exchange Team — Thu, 12 Mar 2009 00:00:00 GMT

Follow up immediately after any complex or initially unpleasant customer interaction. But plan ahead.

Be sure to note beforehand the customer, the problem, and the resolution. You will be amazed at how much good will a simple follow-up call generates.

Want more idea like this one? Check out Valuing Problems! Click here

Implement A Self-Check

Bill Schoeneck — Wed, 11 Mar 2009 00:00:00 GMT

We implemented a "self-check" concept that has resulted in a better member experience and accountability of our front-line employees. We ask front-line employees to become the last member that visited their desk or window. Asking themselves questions like, "If I were that member, would I have been happy with the way that interaction went?" "Would I have left the branch feeling satisfied with the way I was attended too?" "Did I leave with the right resolution or answer for me?"

What They Don't Say Is Just As Important

The Deluxe Knowledge Exchange Team — Wed, 11 Mar 2009 00:00:00 GMT

Uncovering what is on the mind of your customer can be tricky.

Try using these words when speaking with a customer: "what", "how", "explain", "describe" and "tell me". They invite the customer to provide meaningful details.

What other ideas do you have to reveal the unspoken?

Lead by Being a Great Leader

Ann Hodgsen — Tue, 10 Mar 2009 00:00:00 GMT

In all my years of banking (28) the biggest lesson I have learned is when implementing something new; product, roles, goals, etc., the only way to ensure success is to make sure your leadership believes in the change. Difficult? Perhaps, but as bank president, its your job to help them realize the vision. Develop ways to motivate, guide and train your leaders to pave the way for success. Support and encourage them. Expect a little stumbling at first, but what joy when they run!

Be Prepared

The Deluxe Knowledge Exchange Team — Tue, 10 Mar 2009 00:00:00 GMT

Start a problem resolution journal.

The more you note how problems are solved in the moment, the faster and more effective your next problem resolution will be.

Want more ideas like this one? Check out Resolving Problems! Click here

Do It Right

Shep Hyken — Tue, 10 Mar 2009 00:00:00 GMT

Being great at what you do isn’t just about doing one thing right. Usually it is about doing several things right in combination or unison. That is what makes good people – and companies – great at what they do.

Little Things Matter

Lynn Van Cleave — Mon, 09 Mar 2009 00:00:00 GMT

We have reading glasses available behind the teller line for customers who have forgotten their glasses and can't read the deposit slip. We also have a stand full of umbrellas by the front door when its raining. They can use one and bring it back later.

Celebrate Success

The Deluxe Knowledge Exchange Team — Mon, 09 Mar 2009 00:00:00 GMT

Once a week, send an email to your team with a small business success story. Share how someone at your financial institution helped a small business owner's dream come true.

Want more ideas like this one? Check out The Small Business Series! Click here

Remember the Golden Rule? Revise and Revive It!

Shep Hyken — Fri, 06 Mar 2009 00:00:00 GMT

Here's a lesson from a new book, The Cult of the Customer. It is a twist on the Golden Rule. Treat employees like you want the customer treated – maybe even better. (This is one of my favorites and I’ve been preaching it for a long time.) It starts at the top. Be an example of the behavior you want employees to exhibit to their customers and their fellow employees. For more information about The Cult of the Customer, go to www.CultOfTheCustomer.com.

Pay Special Attention to Key Segments

Linda Garboczi — Thu, 05 Mar 2009 00:00:00 GMT

Engaging young people in conversations that have meaning to them is critical. Develop an e-newsletter, VodCast, text message - anything to let them know you are thinking about them. And then keep it going consistently (but don't stalk 'em!). Small chunks of relevant information, distributed in an easily digestible way with consistency - bingo! Financially educated young people!

Don't Forget Your Employees

Lee Cox — Thu, 05 Mar 2009 00:00:00 GMT

For Valentines Day, I asked every female employee in the bank what kind of chocolate they preferred, white, dark, or regular. I hand-delivered 54 goodie bags with their favorite chocolate, a laminated motivational quote to use as a book mark and tied it with a red ribbon. Sales are up.

The Power of Storytelling

Amy Sanders — Thu, 05 Mar 2009 00:00:00 GMT

Often times, when training staff, it is difficult to get their attention, especially if it is a meeting before or after work hours. If you really want to engage them and get their attention, try telling a story. We tend to remember stories (and can recount them to others) better than we can a boring list of things "to do". We all have great (customer) stories to share, don't have one - make it up. Use them to generate ideas, make a point, teach a lesson or just to inspire others.

Create Ways For More Face Time

Tammy Williford — Thu, 05 Mar 2009 00:00:00 GMT

We keep a big "fish bowl" out at each of our branches for business customers to throw their cards in when they come in. Once a month each branch draws a card and that business wins doughnuts for their employees. It makes the customer feel good, and gives our branch managers a face-to-face with that customer when they deliver the goodies.

Safeguard Service

Lisa Ford — Tue, 03 Mar 2009 00:00:00 GMT

In the recent Business Week issue dedicated to Extreme Customer Service, this quote caught my attention. Ace Hardware CEO, John Venhuizen, said, "During tough times there are plenty of other pressures customers face. We don't want customer service to be what makes them blow their cork." What are you doing to safeguard service in these challenging times? Your customer needs a bit of hand holding, reassurance and empathy. Get your team together and discuss how to create a rewarding experience.

Watch Your Language

The Deluxe Knowledge Exchange Team — Tue, 03 Mar 2009 00:00:00 GMT

Do you need all the jargon and acronyms? For one day, tick mark the number of times you use a banking acronym when talking to customers and fellow employees. You will be surprised at how easy it is to use your own language.

Practice using terms the customer will understand.

Want more ideas like this one? Check out Resolving Problems! Click here

Customer Appreciation Friday

Cary Sue Lavan — Tue, 03 Mar 2009 00:00:00 GMT

Every Friday we provide cookies with the coffee, and one Friday each month, we up the appreciation with balloons or flowers; root beer floats, bags of candy hearts in February; hot dogs in the summer - whatever stikes us as fun. We put up notices stating which Friday of the month will be the big day and have a lot of fun, have the customers bring a friend, and hopefully make a new friend and relationship ourselves.

Warm Welcomes Go A Long Way

Debbie Baumann — Tue, 03 Mar 2009 00:00:00 GMT

Welcome new members to your team with an inexpensive gift of their favorite things. Include their favorite soda, salty snack, sweet snack, etc. in a gift bag. Most can be put together for less than $5.00 but as the commercial goes, it's PRICELESS to those you are welcoming. Don't celebrate only people leaving, celebrate the newbies!

Change Your Meetings, Change Your Effectiveness

Joe Calloway — Tue, 03 Mar 2009 00:00:00 GMT

To make meetings more effective, consider the following ideas:

Start on time. EVERY time. If people know you'll wait for them, they'll always be late.
Stay on task. Say "Let's get back to the issue" when necessary. Assign an "Agenda Enforcer"
Accountability. What have we decided to do? Who will do it? By when? Don't leave without assigning accountability.
Cut the time allotted. If you normally meet for 2 hours - try 1 hour. Urgency can actually force BETTER decisions.

Idea! - Be Inspiring

KQ Survey Respondent — Mon, 02 Mar 2009 00:00:00 GMT

Every Monday morning I send a motivational email out to my team, to kick-off the week with an uplifting call to action. I share quotes from The Deluxe Knowledge Quarterly articles and draw inspiration from the message.

Idea! - Brains Over Barriers

The Deluxe Knowledge Exchange Team — Mon, 02 Mar 2009 00:00:00 GMT

Having trouble getting visits with your small business owners?

Enlist a group to identify barriers. Jot them down and then brainstorm how you can eliminate or overcome those barriers.

What have you already done that was successful?

Want more ideas like this one? Check out The Small Business Series! Click here

Idea! - Celebrate Loyalty

The Deluxe Knowledge Exchange Team — Mon, 02 Mar 2009 00:00:00 GMT

Customers like to be recognized.

Research your customers' tenure. Next time you see them, thank them for their "12 years" of being your customer.