Financial Industry

Strategic Reflections, Inc. offers a management by metrics process.  We recognize that the face of banking across the US has changed dramatically.  Many banks have reduced the number of “brick and mortal” branches to save costs and have focused on expanding their technology to include on-line banking, mobile banking and off site deposits for greater customer convenience. 

As government regulation increases and technology continues to evolve, Strategic Reflections, Inc. understand that banks must continue to expand services to serve the changing needs of their customers, and we also know that measuring the number of satisfied customers is the only true measure of future growth. 

Strategic Reflections, Inc. will continue to help your financial institution stay competitive by delivering to you and your management team rapid access to your customer’s recent experiences with your bank’s customer service, product knowledge and ability to represent and discuss multiple products which might benefit the customer’s life style and banking needs both now and in the future.

Strategic Reflections, Inc. works interactively with you to set service standards and employee expectations across all areas of branch operations.  Our commitment is to help your entire organization deliver a consistent customer experience to the thousands of customers which come into contact with your bank.  We realize that measuring your performance is crucial to your business and that your entire management team needs consistent dialogue for addressing issues and communicating opportunities.

To aid customer retention and to improve customer service in your branches, Strategic Reflections, Inc. will help you to:

1. Identify which areas to measure so that a fair evaluation process can be designed.
2. Process and review mystery shopping results from recent customers.
3. Measure and deliver your data results so that all of your geographic regions have consistently been measured using the same standards.
4. Track your performance by division, region, market and branch location, so that management action plans may be drafted and implemented to improve the customer service process, thus improving your overall customer satisfaction.
5. Navigate our on-line reporting system which is designed based upon your request.  We grant/restrict access levels based upon your instructions.  Our on-line reporting system allows you to track service trends, manage the information, is downloadable into excel, and provides a clear picture of your organization that can be viewed and understood by every level of personnel within your company.  For example, you can track each branch’s: speed of service, cross selling execution, teller service, merchandizing compliance, dress code compliance and overall branch appearance.
6. Hold your personnel accountable based upon the clear expectations built into the program which can be compared to the performance benchmark set by your entire organization.
7. Impact employee performance by the ability to recognize and applaud key employees for greater motivation.
8. Implement improvements that will impact both short and long term profits and future financial stability.