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Name Use Improves the Customer Experience

Posted: July 26, 2016

A small change in bank representatives’ behavior can yield big improvements in the impression they leave. Tellers routinely greet their customers by name as they enter the branch, yet many banks fail to train their platform representatives to use this simple technique during the first visit to help establish rapport and make a potential client […]

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Mystery shopping acquisition opportunities

Mystery Shopping Acquisition Targets Can Yield Valuable Insights

Posted: July 21, 2016

Mystery shopping can help automotive dealers in the acquisition process get a customer-based perspective of the target dealership’s employees, culture and sales processes. The information gathered by trained evaluators posing as car buyers can identify managers and salespeople who are most likely to fit into the new organization, based on their ability to meet their employer’s […]

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Infographic -- 8 Steps to Creating a Competitive Advantage in Bank Sales & Service Quality

8 Steps to Creating a Competitive Advantage in Bank Sales and Service Quality [Infographic]

Posted: May 25, 2016

Person to Person Quality has worked with dozens of banks and credit unions to evaluate the customer experience and employee performance using tools such as Mystery Shopping and Customer Surveys. Several of our bank clients have become leaders in their markets by creating and sustaining a competitive advantage in customer satisfaction. Along the way, we […]

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