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Oct
6
Jean-Francois (JF) Hivon

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As we publish this blog, a few of us are on our way to the 2014 Customer Experience Exchange for Financial Services in New Jersey!Engagement & Financial Service Companies

We’re really looking forward to it.

For two days, we’ve scheduled multiple face-to-face meetings with leaders from some of the world’s largest financial organizations.

And we’re likely going to discuss—and offer solutions to—some of the biggest challenges the financial industry faces today.

Challenges in the financial services industry

Juice has been working with companies in financial services for years. Most recently in our corporate training and consulting, these organizations have been coming to us with two common pain points:

  1. “Our employees don’t really understand their impact on the customer experience.”

    One way that financial services can differentiate themselves is through customer service. But the struggle is in getting employees to make the connection between their work and how it affects the client.

    In the banking system, there are more people who don’t come into contact with the customer than those who do. That’s a lot of employees working behind the scenes, many with several degrees of separation to the actual client. Without an understanding of each individual’s contribution to the customer experience, employees cannot be engaged or properly focused on the needs of the end user. 

    So what can be done? It all comes down to conversation: effective, everyday conversation that builds relationships between leaders and employees, and releases people’s brilliance. It’s about realizing that conversation is the operating system that drives all applications (feedback, recognition, problem solving, influence and coaching) throughout an organization; and making the most of every conversation.
     
  2. Our traditional managerial approach isn’t working.”

    In an industry rife with regulations right, left and centre, it’s no wonder that the traditional managerial approach is somewhat rigid. But this “command-and-control” approach does nothing to engage and energize employees; in fact, it often has the exact opposite effect.

    To create conditions that allow employees to flourish and even go above and beyond the call of duty, leaders in the financial services industry will need to make a very significant mindshift away from parenting, and instead toward partnering.

At Juice, we believe that great customer service (not to mention profits) are directly linked to the quality of the employee experience.

That’s why it’s absolutely critical that organizations—particularly those in highly competitive and evolving industries like financial services and banking—take time to discover and invest in what engages, energizes and drives their employees to do their very best work.

If you’re going to be at the Exchange event October 7-8, please come and say hello!

What other issues are today’s financial services organizations facing?

Learn how Co-operators Life used Juice's Beyond Engagement training program to increase employee engagement...and energy!

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Brady Wilson

Brady Wilson

Co-Founder of Juice Inc, Thought Leader & Author

Alex Somos

Alex Somos

Co-Founder of Juice Inc.

Jean-Francois (JF) Hivon

Jean-Francois (JF) Hivon

Vice President, Business Development

Michael Torrie

Michael Torrie

Business Development, Juice USA

Juice Inc.

Juice Inc.

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Rick Boersma

Rick Boersma

Co-Founder Floworks Training, Design & Innovation