{"id":31260,"date":"2020-07-01T05:45:10","date_gmt":"2020-07-01T00:15:10","guid":{"rendered":"https:\/\/getvymo.com\/?p=31260"},"modified":"2025-10-29T16:04:19","modified_gmt":"2025-10-29T10:34:19","slug":"ways-frontline-team-reps-can-adapt-during-covid-19","status":"publish","type":"post","link":"https:\/\/vymo.com\/blog\/ways-frontline-team-reps-can-adapt-during-covid-19\/","title":{"rendered":"Ways Frontline Team Reps Can Adapt During COVID-19"},"content":{"rendered":"
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Being nice isn\u2019t enough to bring in new business; you have to show customers why your products are a good fit for their needs. What should your frontline staff say about your product in-the-moment? Will they hand over a few brochures or send you links, and hope for the best?<\/p>\n

Yes, it is hard to deliver consistent, positive customer experience journeys. After all, your relationship managers are human, and moreover, every interaction is different!<\/p>\n

Being considered an essential industry by the federal government, banks in the United States have largely been excluded from shutdowns. Meaning, most bank branches, call-centers, and trading floors have stayed open. U.S. Bank announced a 20% Premium Pay Program for employees and $30M commitment to support individual & small business recovery. The major supplier of driving customer value in the banking sector are frontline reps.<\/p>\n

The mobile app market will generate a revenue of $581.9 billion in 2020. (Statista). With over 6.93% of millennials and GenZ having used mobile banking in 2019, the scope for customer acquisition is on a high rise.<\/p>\n

To engage customers with personalized services, banks should first recognize customer similarities. The consumers in Accenture\u2019s survey<\/a> can be divided into four broad personas based on how they perceive and engage with banks and insurers.<\/p>\n

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What makes GenZ different?<\/p>\n

They\u2019re more fiscally conservative, they want to avoid debt, they appreciate accountability and services that help them stay financially sound. GenZ controls $45 billion in annual spending. The growing population is pushing the BigTech sector to raise their profiles in financial services.<\/p>\n

Relationship managers are the ones answering customers\u2019 questions, helping find what they seek, and enabling their needs. An empowered rep with quick and precise decision-making capabilities, by proxy, makes a better first impression on the customer. Don\u2019t you agree?<\/p>\n

Empowering frontline bank employee recognition, and how it impacts customer value is an important issue for the banking industry to solve, especially now with everything going #Digital. If you\u2019re able to identify the perceived value created by your frontline employees, banks can re-generate that positive impact on perceived customer value too!<\/p>\n

What do banking and insurance consumers most want from their providers? Banking and insurance customers are more willing than ever to share data\u2014if their needs are met in return. They like seamless integration across channels. And they want all of it to be trustworthy.<\/p>\n

Successfully maximizing frontline sales greatly depends on the extent to which banks can adhere to three key principles: frontline sales staff proficiency; a disciplined sales process; and close monitoring and skilled leadership of sales efforts. Changes in marketing strategy, staff turnover, new products, market evolution, and other factors demand consistent attention in the form of ongoing coaching, hands-on workshops, and updated development plans.<\/p>\n

4 things we think will help enable your frontline reps:<\/p>\n