The Four Crucial Conversations that Drive Customers Away
In a study of 5,300 customers and 700 employees of financial services providers, VitalSmarts found four crucial conversations that drive customers away.
And yet, these four crucial conversations are just the tip of the iceberg. By further examining problems that lie deep within the culture of the financial services industry, we also uncovered five undiscussable challenges that affect employees’ ability to positively mitigate customer concerns.
The good news
There are a few employees who skillfully maintain open dialogue and hold people accountable even in risky, adversarial, and emotional circumstances. When they do, they solve these five internal challenges.
Teach the fundamentals of dialogue and accountability to the entire organization—as demonstrated by the successful few—and you will solve major obstacles to building a customer-centric culture.