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Beware the 'Cargo Cult' of Performance Targets

American Banker

JANUARY 2, 2017

The phony-account scandal at Wells Fargo illustrates how sales quotas can incent bad behavior. Is your bank effectively mitigating the risk of 'managing to metrics'? Or could it be in danger of becoming a 'cargo cult'?

Management 43
Management Branch Strategies CA Community Bank 43
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To Transform Banking Start with Employees

American Banker

JUNE 27, 2016

Is being customer-centric a goal at your bank? You’ll need to master these five practices to align employee behavior with your desire to improve the customer experience.

Customer Experience 45
Customer Experience Branch Strategies Regional National 45
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