Target service and sales behaviors to strengthen frontline execution and build customer loyalty.
Relationship Builder captures and analyzes customer feedback at every touchpoint of your credit union or bank to guide you to unmatched performance.
Relationship Builder goes far beyond traditional mystery shopping programs, using deep, behavioral level, frontline evaluations from your own customers interacting in real experiences with your frontline employees across all delivery channels. You get authentic skill-level data for managerial coaching and development of frontline execution with best-in-class standards.
Equip your frontline employees with the resources to learn and master specific skills for delivering best-in-class service experiences. Instill accountability for professional development as well as for the customer experience.
Ensure that your online and mobile banking channels consistently meet customer expectations of a low-effort digital experience backed up by reliable human support.
Relationship Builder closes the gap between what frontline employees are expected to do and what they’re actually doing. It empowers managers to coach the actual skills that need to be learned, developed and mastered to provide great service.
Voice-of-Your-Customer analytics show at the behavioral level where each employee needs to focus learning and development efforts, equipping them with the skill-specific knowledge to deliver a consistently excellent experience.
Other mystery shopping programs employ independent shoppers or even use untrained people from their own organization. Our shopper engagement team invites, recruits, equips, trains, and develops your own customers to evaluate a real service experience based on time-tested dimensions of customer service and your own service standards. We build and sustain a very engaged and educated customer-evaluator pool.
Your managers learn to develop, coach and inspire their team members so that they learn, demonstrate and ultimately master the specific service and sales skills necessary for engaging your customers in a way that builds relationships, rather than in a purely transactional approach. The expected results: customers stay with you, buy more from you, and tell others about you in a positive way.
Customer evaluations of their digital experiences reveal strengths and opportunities for improvement from both the human and digital sides of the experience. You get exactly what you need to know to act decisively to remove friction in the digital user experience, and to provide the human support when and as your customers need it.
