July 20th, 2012

SunTrust’s Talent-centric Approach to Executing a Customer Loyalty Strategy

The financial services industry has faced incredible challenges over the past few years. All in all, the nation’s banks are getting healthier, and the worst seems to be behind them — but they’re all struggling to find new sources of revenue amid a tougher regulatory environment.

In this market, the need to retain and grow clients has never been greater. While there are many ways to go about improving customer loyalty, corporate banking is a people business. In this industry, a customer loyalty strategy that does not address the effectiveness and behaviors of your people and the impact on the customer experience will likely fail.

SunTrust was able to evolve and deploy a client-centric culture that enabled their organization to display growth, improve client relationships, and enhance the talent and development of their sales managers and leaders. SunTrust’s strategic approach to a sales talent and sales training development program allowed their sales managers to link sales, service, and client loyalty while remaining committed to putting clients first.

As part of Brandon Hall Group’s Excellence Award Winners Webinar Series, join Mary Slaughter, SVP, Talent Management & Development from SunTrust Banks, Inc.; David DiStefano, Chief Executive Officer, Richardson; and Rachel Ashkin, Chief Operating Officer, Brandon Hall Group, as they share how SunTrust effectively developed and implemented a new sales and sales management curriculum designed to address the current business climate and desired sales leadership competencies.

Key elements from the webinar include:

•             Identifying success drivers

•             Effectively assessing your team

•             Developing training programs

•             Encouraging engagement in the training initiative

•             Critical change management efforts

To listen to an archived version of the webinar, please click here

 

Click here or the image below to download a complimentary case study.

 

About The Author: James A. Brodo

Jim Brodo is Senior Vice President of Marketing at Richardson. Jim brings over a decade experience to this position with Richardson, where he oversees all marketing and communications efforts for the organization including SEO, SEM, planning, public relations, advertising, lead nurturing, and brand strategy. Jim is currently focused on updating the corporate identity, especially through the use of organic SEO and SEM tactics. He spearheaded the implementation of professional social networking strategies, launch of the new website, updated messaging, and marketing materials. In addition, Jim is credited for creating a content marketing syndication strategy that focuses on adding value to clients and prospects. As the leader of the corporate marketing operations, Jim aims to strengthen Richardson’s brand as the top sales training company in the industry.

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James A. Brodo

One Response to “SunTrust’s Talent-centric Approach to Executing a Customer Loyalty Strategy”

  1. October 11, 2012 at 2:25 pm, healthcare customer service training said:

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    [REPLY]

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