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Building customer-focused cultures in the financial sector

Getting results the right way matters. ADI’s behavioral approach accelerates internal collaboration and customer-focused service and sales.

Challenges Facing the Finance Industry

The traditional world of financial services and international banking is being disrupted. Technology has created a new path to acquiring customers and enhancing the customer experience. Upstart online banks are eroding the market share of their traditional brick-and-mortar rivals. Mergers and acquisitions are creating larger institutions with greater market share. This increased competition is putting added pressure on growth in an already numbers-focused industry. 

Looking for a quick fix, companies can become overly motivated to achieve short-term gains without considering whether those gains are sustainable. Short-term success based on monthly financial reports can give a false perception of the overall behavioral health of the company. Turning a blind eye on behavior—how this growth is achieved—can also create an at-all-costs culture built on workarounds to true customer needs, written company values, and industry regulations. 

Solutions Start with Building a Positive Work Culture

The diverse challenges facing the financial industry are all behavioral: innovating the customer experience, increasing the business value of customer relationships, complying with industry regulations, leadership accountability for the workplace culture, and assimilating the cultures of newly merged companies all depend on behavior change. 

They require employees at all levels to stop doing some things, start doing other things, and continue doing some things more consistently. This behavior change doesn’t happen by chance or directive. It requires a scientific understanding of behavior and a consistent and systematic process for building work habits aligned with the company’s strategic objectives and values. ADI’s behavioral technology and cascaded coaching process builds this leadership engagement and accountability from the top of your organization down to your frontline supervisors. 

ADI’s performance improvement consultants have been providing behavioral expertise and strategic execution guidance to organizations for more than 40 years. We have helped assimilate cultures, improve performance, foster employee engagement, and create positive, proactive management practices for long-term success. Regardless of your strategic objectives, if you are responsible for motivating others in a financial services organization and need to improve your ability to generate enthusiasm and consistency in performance, we can help. 

Contact us today to learn how to apply a scientific approach to changing organizational culture to a place of performance excellence that readily adapts to change and achieves sustainable growth.

Client Feedback
I continue to be impressed with the level of service, responsiveness, and customer focus that the ADI team delivers on a consistent basis. In my experience, ADI works with us more as a true business partner, not just consultant/vendor, and that makes all the difference.”
—Tim McRay, Daimler Financial Services

Services Tailored to the Finance Industry

Here are just a few ways ADI supports you in applying sound behavioral principles to motivate and sustain business performance. 

Develop leaders’ skill in improving performance through a common scientific framework and coaching process.
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Build momentum by defining your business results and the critical few behaviors required at each level of your organization to achieve those results.
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Build a high-performance culture that focuses on customer service, needs-based selling, continuous improvement, innovation, and employee engagement.
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Accelerate the personal growth of your executives through direct, honest, and helpful feedback that aligns their actions and decision making with the impact they desire.
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Create a workplace that promotes Discretionary Effort, collaboration, and enthusiasm at all levels of the organization.
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Shape precision selling throughout the sales cycle by reinforcing pre-call planning and the sales behaviors that will produce the desired customer response.
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Gain actionable insight into the strengths and opportunities of your current leadership, organizational systems, and culture.
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Equip your leaders with the behavioral and people management skills needed to focus and motivate the Discretionary Effort of your workforce.
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Client Perspective

M&T Bank moved away from a focus on the performance appraisal process and instead built a system for managing people performance using ADI’s behavioral approach.

Financial Service Clients Who Trust Us

Culture of
Success
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Regional Bank creates a culture of success through
Culture of Success
Proactive Performance Management
Merger/
Acquisition
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2
diverse cultures
join forces using
Positive Management Strategies
Positive Management Strategies
to create seamless and
successful integration
Positive Leadership
Accountability
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Super Regional Bank
improves engagement by
Leadership Accountability
reinforcing key leadership
behaviors
at all levels
Sales
Growth
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Super Regional Bank achieved steady improvement in
Sales Growth
Number
of Deals
Closed
and record sales

Looking to improve your Return on Equity while improving the Customer Experience?

These outcomes require focus and Discretionary Effort. Learn how to motivate positive change by reading the best-seller, Bringing Out the Best in People, by  Aubrey Daniels

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Solutions for Industry Challenges

Need answers to common business challenges? Here are just a few  ADI can help you tackle:
 

Banking is a numbers-driven business, so all too often leadership focuses on those numbers and fails to shape the sales behavior needed to produce them. By specifying and reinforcing cross-selling behaviors, one bank tripled the number of new accounts with three or more of their products or services. Read on to learn how to use that same approach...

By pushing for results without regard to how they are achieved, the leadership in some financial institutions has created results-at-all-costs cultures.   One way to avoid that regulatory and values trap is to pinpoint specific behaviors consistent with the desired culture at all levels of your organization. Read on for five other ways to increase the behavioral strength and stability of your financial institution…

Your organizational culture is defined by the patterns of behavior you see from your leaders and frontline employees. What you see is what is being reinforced by the systems, processes, practices, and people in your organization. Read on to learn how to create a culture that supports your values...

How well departments such as retail banking and wealth management work together depends on common goals, mutual trust, and the quality and objectivity of their individual interactions. Clearly specifying how and when they should share information and work together will establish the foundation for collaboration. Read on to learn how to break down silos and increase cross-departmental communication and collaboration…

Whether you want to innovate how you serve your customers, focus marketing on underserved groups, or use data in new ways to enhance the customer experience, all organizational change requires behavior change.  Behavior change has two challenges: how to get it going and how to keep it going. Read on to learn 3 keys to producing change that lasts... 

Rapid innovation is redefining how the finance industry serves its customers. Organizations that differentiate themselves through innovation and enhanced customer experiences will shine. Is your leadership equipped to adapt to this exponential change? Read on for 3 ways to facilitate your readiness to adapt and innovate…

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Financial services is a numbers-focused industry

Achieve results in a way consistent with your organizational values by following these five practices:

  1. Identify values-based behavior
  2. Ask for and reinforce examples.
  3. Check compatibility with new hires
  4. Include in performance discussions
  5. Build into coaching
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Contact Us

Do you have a question? Want to learn more about how ADI can support your needs? Complete the contact form below and a member of our staff will be in touch as soon as possible.


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