Assessments & Workshops
Successful financial institutions have some characteristics in common. They understand their clients, their markets and their competitive environments. They effectively target and manage high-value and high-potential consumers to increase profitability. Finally, they deliver service levels that consistently exceed expectations. It all begins with a strong marketing strategy.
Harland Financial Solutions’ Strategic Assessment can help you understand and respond to the opportunities in your marketplace so you can compete more effectively and improve your bottom line. Our Strategic Assessment helps you understand:
- How well your marketing initiatives are linked to your strategic goals.
- Ways you can improve your return on investment.
- Action items to include in your marketing plan.
- Tactics for strengthening your strategic position in the market.
- Tactics for improved product distribution strategies.
- Strategic Marketing
- Targeted Marketing
- Profitability
- Product Packaging
- Sales Processes
- Reporting
Today consumers have more choices than ever for their financial services needs. Consumer expectations are higher than ever. If you can’t meet their expectations, they’ll simply make a switch; therefore, it’s essential that you align your business objectives with the high service level your clients expect. Harland Financial Solutions’ Client Satisfaction Assessment and Experience Management can help by offering ongoing research, benchmarking and measurement regarding your clients’ perceptions and satisfaction levels with your service. Our assessment consists of a two-pronged approach to gathering quantitative data: Experience Management and Client Satisfaction. Choose either one or use them together complementarily.
Client Experience Management
Client Experience Management is designed to measure sales and service delivery levels throughout the organization on an ongoing basis to help you improve performance through comprehensive understanding. We can also help with the effective execution of improvement strategies. Unlike traditional mystery shopping, we interface directly with your clients to gather their impressions and experiences. Feedback is gathered from clients and a scorecard is delivered quarterly so you receive constant, relevant feedback on performance levels.
Further, we will work with your institution to design measurements and analysis techniques around whatever performance factors you wish. Whether you want to measure the new accounts, teller line, call center, investments and insurance experiences, or more, if you can provide a list of customers you want us to contact, we can do it.
Client Satisfaction
We will work in tandem with your organization to develop an annual satisfaction survey that measures client satisfaction within all delivery channels, including branch, call center, web, trust, investments, and private banking.
Getting Your Fair Share - and Then Some
In today’s increasingly competitive financial services arena, expanding market share and improving wallet share of existing customers is critical to success. However, identifying the right products to sell to the right clients in order to maximize profitability and expand relationships for the long term takes tools and resources that most financial institutions just don’t have.
Harland Financial Solutions’ Share of Wallet Assessment and Workshop gives you the tools you need to:
- Identify and target consumers who are ready to purchase those products that will improve your profitability and enhance lifetime customer value
- Focus precious marketing resources where they will have the most positive impact and stop funding attrition
- Determine opportunities to increase market share by aligning your products and services to market opportunities
- Analyze your current product usage and strategies to improve them where profitable
While assessing overall institution performance is common, it can be difficult to get a comprehensive view of individual branch performance relative to each location’s unique market opportunities. Additionally, the tendency to cast too wide a net when attempting to capture new business can result in unprofitable, transitory relationships.
Harland Financial Solutions’ Branch Network Optimization Assessment and Workshop provides a financial, transactional, sales effectiveness and service quality evaluation for each branch in your network and scores them based on weighted elements. It also zeroes-in on the value segments that drive profitability. This information, in conjunction with projected growth figures, will facilitate short and long-term strategic planning that optimizes your entire branch network’s unique potential and will help drive improved profitability contribution.
The power of a brand is in its ability to communicate the essence of your organization - your vision, mission and values - and to create both an emotional and rational connections with your clients.
A successful brand encompasses everything your organization stands for and the image you want the community to view though all public-facing elements of your business: language, visual execution, products, services and staff members.
Our Brand, Image and Positioning Assessment and Workshop is a comprehensive, multi-stage exercise that will uncover current perceptions and factor in the market you serve to provide recommendations for changes that improve the consistency of your message and portray a differentiating and positive image to the community.