Comerica’s retail banking “Promise Centers” pair personal bankers with customers to increase engagement and profitability. Here, bankers provide personalized one-on-one service, delivering consultative knowledge of multiple product offerings and exceptional attention. These conversations require a deep familiarity with the Comerica product line and a confidence to successfully guide customer interactions.
The company’s internal Innovation Team partnered with Mursion to prepare an elegant, scalable way to efficiently train staff with a more effective practice to improve servicing and educating customers. Comerica employees could choose from a variety of customer service scenarios, customized to their personal knowledge gaps, receiving three practice sessions over a period of time. Comerica reported measurable skill acquisition in communication of cross-functional product knowledge.