Long Island Branches of a Leading Bank
A major New York-based bank was attempting to transition its retail branches from a relaxed pinstripe culture to one that was customer-focused and sales driven. ELG was asked to help them make this transition in their 24 Long Island branches.
Employing behavioral analysis, ELG found opportunities for improvement in what was being trained, and to whom. ELG also helped establish a highly cost-effective reinforcement system.
Result: 74% improvement in sales, a 59% increase in internal rate of return – and a positive change in culture.