Many customers choose digital channels because they don’t feel like talking to a person. When they do need to talk to a human being, it’s usually to resolve a specific problem or need. That requires a different set of skills from the banker on the other end of that interaction, says Mike Esterday, CEO of Integrity Solutions. Banks can improve customer interactions in an increasingly digital age by training frontline staff for elevated skill sets and by shifting the organization’s mentality toward sales.

  • Training for Problem Solving
  • Creating a Service Culture
  • Changing Perceptions of Sales
WRITTEN BY

Mike Esterday

Vice Chair

Mike Esterday first discovered his talent for sales when he ranked number one out of 6,000 sales professionals in his first sales role, and then recruited and managed hundreds of salespeople. For over forty years later, Mike has been a sought-after speaker, author and leader in sales training and performance improvement. After 13 years as CEO of Integrity Solutions, now serves as Vice Chair.