Do Your Customers Look Forward to Seeing You?


As another installment in my series of articles that point out examples of great customer service, I’d like to introduce you to Umpqua Bank. Umpqua Bank is committed to delivering an experience customized for each customer.

Umpqua’s executive vice president of “cultural enhancement” had a goal that everybody in every store should be able to do every task. Umpqua wanted a teller who can take a mortgage application and a loan officer who is pleased to help with a safety deposit box.

Beyond the banking experience, Umpqua believes in customizing experiences by community. The company leaves it to the managers in each community bank to customize their offerings based on their customers’ interests—from yoga classes in one “store” location (they don’t use the word “branch”) to movie nights or a knitting club in another. Each has its own fund to enable it to customize the experience based on the lives of the customers in its community.

Written By Jeanne Bliss

To read the full article, click here.

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