We, consumers, have so many options when it comes to which financial institutions are going to invest, loan, and insure our assets. These financial relationships usually come down to two things: favorable rates and trust. When all else is equal, I’m going with the bank that has gained my trust.
So, how does one bank earn a higher level of trustworthiness over another? From my perspective, it’s the one that nails the whole people thing. Their employees are not just courteous, they’re also cool. They listen and have empathy. They go above and beyond to make sure customers are satisfied. They never end a conversation or customer correspondence without addressing concerns or solving a problem. They do what they say they’re going to do and follow up to make sure nothing has slipped through the cracks.
Those employees that we interact with ARE the bank. THEY build the trust.
So what is it about a financial institution that understands how to attract, train, engage and hold on for dear life the type of employees that provide extraordinary customer care?
We interviewed the folks at Bear State Bank to gain some insight into how they attract and retain some of the best talent in banking while growing in size and complexity. In a nutshell, they said it comes down to a few key factors:
- Embrace, communicate, and reinforce core values for a cohesive culture
- Make sure employees feel recognized and appreciated
- Do whatever it takes to bridge cultural divides between departments or branch locations
- Combine engagement initiatives to better communicate and lift overall employee happiness
- Help employees feel connected to one another and to the community
The Bear State Bank leadership team understands that a strong culture of appreciation, connectivity, and community creates happy employees. When employees are happy, customers are happy.
To see how Bear State Bank boosts employee engagement, check out their case study here.
If you work for a financial institution and want to do a better job engaging your junior employees, check out our Ultimate Guide to Engaging Millennials.