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Banking on Digital Growth Podcast

Appointment Culture: How a Strong Employee Experience Leads to More Conversions (with Nicholas Barnes)

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Brief Summary of Episode #169

If you’re looking to integrate a strong appointment culture into your financial institution, it comes down to one core theme:


How engaged are your customers with your staff? 

When every touchpoint with a customer is an opportunity to make or break the relationship, you need to make sure your culture is aligned with as little friction as possible.

With so many potential barriers while integrating, you must have a company-wide holistic view of customer engagement.

Otherwise, something as simple as a complicated or slow digital experience can completely ruin a customer’s opinion.

“The client experience, plus an improved staff experience coming together can create a much better business outcome; and therefore, you can really grow lifetime value.” 

I speak with Nicholas Barnes, Practice Director, Financial Services at JRNI, about the importance of the customer experience and what you can do to start adopting the appointment culture — complete with tips and pitfalls.


Key Insights and Takeaways

  • Focusing on the employee experience to create an overall positive internal & external experience
  • The elements that make up a strong appointment culture & video’s place within it
  • Roadblocks that tend to occur when integrating an appointment culture 

How to Connect With Nicholas Barnes 

LinkedIn |X.com |Website