The Competitive Edge for Community Banks Performance Improvement Tip 10-Point Check List for Providing an Outstanding Customer ExperienceAchieving a high level of customer satisfaction requires frontline staff to effectively manage the customer experience. Here are 10 key principles to help them provide outstanding service in every customer interaction:
Learn more about improving community bank performance ... U.S. Public Seminar Understanding Corporate Finance
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What Kind of Executive Coach Are You?
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The Competitive Edge eNews
Tips and Techniques to Improve Performance
Thursday, August 21, 2008
Tuesday, August 19, 2008
The Competitive Edge for Banks Credit Use Case Studies to Build Credit Analysis SkillsExperienced risk managers and commercial lenders need advanced analytical skills and knowledge to effectively evaluate complex commercial lending opportunities.
Case studies are an ideal way to build lenders' advanced credit analysis and management skills. Each case study should focus on a unique set of commercial risk management issues and challenge lenders to perform an intensive financial analysis to identify and mitigate the business and financial risks to both the prospective borrower and your institution. The information gathered is then used to structure appropriate credit solutions. Learn more about improving credit performance ... Sales & Service Observe the Customer ExperienceObserving an entire conversation with a real customer will help you provide specific coaching to your employees about what they are doing well and how they can improve their skills and knowledge. These situations can even be used to impress the customer. When you tell customers about your practice of observing conversations in order to provide the best service possible, it demonstrates two very important things:
That is what highly service-oriented retail and service establishments like Nordstrom, Saks, the Ritz-Carlton and others do. They proudly tell customers about the role of the coach in monitoring the quality of customer service. Learn more about improving sales and service performance ... Leadership Be Resilient in the Face of ChangeChange is inevitable. By developing resiliency, you can take charge of your bank's next change initiative and successfully navigate through the process.
Learn more about improving leadership performance ... IFRS Opinion Survey Take a few moments to complete our survey and tell us how the convergence of GAAP (Generally Accepted Accounting Principles) and IFRS (International Financial Reporting Standards) is affecting you and your business. Web Events You Won't Want to Miss International Financial Reporting Standards What Kind of Executive Coach Are You? September 9, 2008 Sustaining Learning Beyond the Training Event September 17, 2008 U.S. Public Seminar Understanding Corporate Finance November 6, 2008 November 13, 2008 More information and to register New Articles "When You Are Up to your Waist in Alligators it is Hard to Remember You Started Out to Drain the Swamp" or, "Remember When Real Estate Loans Made Us Lots of Money?"It is no secret that the commercial real estate market is following the same negative trends we have seen in the residential real estate markets over the past year. It is also no secret that many financial institutions have long held to the premise that: "If you lend on dirt, you can't get hurt." We are now seeing that this long-held premise has all of the validity of an old wives tale. Download the complete article, authored by Dr. Jerry Crigger, Omega Performance's vice president and senior consultant: credit and risk. Knowledge CurrencyPublished in Mortgage & Finance Brief (Aug./Sept. 2008 issue) Online learning offers many advantages for time-poor brokers and programs can be individually customized to suit specific education needs. Get your complimentary copy of this article, authored by Howard Cook, Omega Performance's new business and alliances manager, Australia, now. Quick Links ... Our Website | Our Blog | Events | Omega News | About Omega | Complimentary Resources |
Thursday, August 14, 2008
The Competitive Edge for Credit Unions Performance Improvement Tip Ask First, Then TellWhen trying to help members, always remember: Ask First, Then Tell.
You'll learn a lot about your members by asking questions that begin with broad phrases. And you'll also help your members think through what's really important to them, which is the true mark of being a relationship builder. The second type of question is called focused because these questions encourage members to respond in a specific, or targeted, way. "How much have you already saved for retirement?" Asking both opened and focused questions is important if you really want to explore members' needs, find the best solution, and build member connections that last a lifetime. Learn more about improving your credit union's performance ... Public Seminar Understanding Corporate FinanceA one-day, highly interactive seminar where you will learn how to effectively assess risk and build profitable client relationships -- the key to long-term success in today's sophisticated commercial banking environment.
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Tuesday, August 12, 2008
The Competitive Edge for Banks Credit Make The Right Lending DecisionsEvery action taken by your bank's lenders affects your loan portfolio. Ensuring they think through each credit decision in a consistent, sytematic way puts your bank in the best position for building low-risk loans that deliver desirable business results. Develop a disciplined process for your lenders to follow that begins with identifying the opportunity and continues through repayment analysis, loan management, and risk monitoring. Then, make that process the norm for your organization. Soon after, you'll begin to see a number of benefits, including:
Learn more about improving credit performance ... Sales & Service 5 Steps to Successful Cross-SellingIt's a fact: selling a product or service to an existing customer will cost your bank significantly less than selling to a new customer. Here are five cross-selling best practices for you to consider:
Learn more about improving sales and service performance ... Leadership Use Coaching to Improve Your Bottom LineCoaching is the most critical leadership activity a manager can engage in because of its powerful influence over individual employee performance.
Learn more about improving leadership performance ... IFRS Opinion Survey Take a few moments to complete our survey and tell us how the convergence of GAAP (Generally Accepted Accounting Principles) and IFRS (International Financial Reporting Standards) is affecting you and your business. Web Events You Won't Want to Miss International Financial Reporting Standards U.S. Public Seminar Understanding Corporate Finance November 6, 2008 November 13, 2008 More information and to register New Solutions to Improve Business Omega+ Commercial LendingThis revolutionary online learning program helps ensure lenders develop skills and knowledge in a consistent manner and are back on the job, applying the skills and knowledge as quickly as possible, and making the right lending decisions -- the key to controlling commercial loan losses. Test drive Omega+ Commercial Lending with our online demo. Featured Article Knowledge CurrencyPublished in Mortgage & Finance Brief (Aug./Sept. 2008 issue) Online learning offers many advantages for time-poor brokers and programs can be individually customized to suit specific education needs. Get your complimentary copy of this article, authored by Howard Cook, Omega Performance's new business and alliances manager, Australia, now. Quick Links ... Our Website | Our Blog | Events | Omega News | About Omega | Complimentary Resources |
Thursday, August 07, 2008
The Competitive Edge for Contact Centers Today's Tip 4 Ways to Make eLearning Stick in the Contact CenterHow do you ensure the skills and knowledge conveyed in your online contact center training programs are actually retained by your agents? Here are four tips for making sure your valuable eLearning sticks with agents for the long term:
Learn more about improving contact center performance ... New Solutions to Improve Business Performance Product Mastery Solution SetMove beyond traditional product knowledge training with four new solutions that help you and your staff capture more sales opportunities, cross-sell more products and services, and retain more customers. Come See Omega ICCM Canada Conference & ExpoWhen: October 8, 2008 Quick Links Our Website | Events | Omega News | About Us | Complimentary Resources |
Tuesday, August 05, 2008
The Competitive Edge for Banks Credit 4 Ways to Prevent Problem LoansAfter a loan is booked, lenders need to remain diligent in upholding your bank's stringent standards for credit quality. Risk must be carefully managed every step of the way for it to benefit your bank.
Learn more about improving credit performance ... Sales & Service Lead High-Impact Sales and Service MeetingsA critical factor in getting people motivated about sales and service meetings is how credible you are as a meeting leader. Increase your meeting credibility by following these four simple rules:
Learn more about improving sales and service performance ... Leadership Achieve Top Performance - 3 StepsResearch indicates that if you want to get top performance from your staff, start by studying your top performers.
Top performers do well because they have clear, meaningful objectives to achieve; are trained, developed, and supported; and receive constructive feedback, recognition, and rewards for their results. Learn more about improving leadership performance ... New Blog for Bankers Debuts Ideas You Can Bank OnJoin our newest forum where banking experts Dr. Jerry Crigger and Mark Faircloth share advice, information, and the latest trends in financial services -- all aimed at helping you improve business performance. Web Events You Won't Want to Miss U.S. Personal Tax Return AnalysisAugust 12, 14, 19, 2008 International Financial Reporting Standards New Solutions to Improve Business Product Mastery Solution SetMove beyond traditional product knowledge training with four new solutions that help you and your staff capture more sales opportunities, cross-sell more products and services, and retain more customers. Find Out More ... Featured Papers A New Era in Retail Financial ServicesGet your complimentary copy of Omega's guide to harnessing the profit potential in creating, advancing, and sustaining customer connections. Diagnosis: Cash-Ache Analyzing Business Borrowing CausesSee a key element of Omega's acclaimed Decision Strategy in action and gain insight into how to reduce analysis time, improve underwriting quality, and build more rewarding customer relationships in this complimentary eBook. Quick Links ... Our Website | Events | Omega News | About Us | Complimentary Resources |