9 February 2006

How to Ruin a Product Launch

Why bank employees must understand new products before a customer discovers they don't

by Teresa J. Tschida
Too often, new-product announcements from banks' corporate offices precede the training that the front-line staff needs to sell or service the new product. As a result, there's a gap between what a bank's staff should know and what they actually do know. This hardly inspires bankers' -- or customers' -- confidence in the product.
Teresa J. Tschida is a Strategic Consultant and Principal of Gallup.
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