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Leverage every Customer Contact to deepen Customer Loyalty & improve Branch Profitability
OVERVIEW
COURSE LEADER
Christian Dekoninck
Christian has more than 2 decades of experience with Citi. He served as a Managing Director
and is credited for building one coherent, strong retail network integrating the CitiGold,
Corporate and CitiFinancial (consumer finance) branches into one unit to maximize revenue
and cost synergies. Other keys to success were the introduction of a new branch model and
setting up a Direct Sales Agents network and tele-sales unit. He managed a financial
turnaround resulting in a positive EBIT of $50m in 2006 and $74m in 2007 compared to a
loss of $18m at the end of 2003.
In 2009 he became Managing Director of the even larger Branch network (600
Branches/4,000 staff) of Kredyt Bank (KBC group), taking responsibility also for Retail,
Private Banking and the call centre. During his first year he improved cost-to-income ratios
from 72% to 56%. In subsequent years, sales activity tripled in two years' time to a record
high of 6.5 sales/fte/day. Thanks to the implementation of a new Private Banking strategy the
PB customer base grew by 22% and investment sales reached a record level of over 300m
Euro/month gross (150m Euro net) in June 2011.
He has led high rated training and is a regular speaker for clients in the UK, USA,India,
Srilanka, Pakistan, Bahrain, Qatar, Dubai, Kuwait, Saudi Arabia, Malaysia, Thailand,
Singapore, Indonesia, Australia and New Zealand, Argentina, South Africa, including banks,
mutuals, finance companies, and new entrants.
COURSE DELIVERY
Thought Provoking, and Participative Presentations
Group Exercises that evaluate comprehension and get delegates interaction using the
tools provided.
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&
Case Studies that make evident the power of the right approach to the customer
Group Discussions where delegates can debate the evidence available and draw
conclusions for themselves and their businesses.
Retail Safari - a facilitated opportunity to be in the customer's shoes.
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BENEFITS OF ATTENDING
Boosting the competitiveness and profitability of your Retail Branch Network
through optimal Customer Engagement
Creating a Business Strategy by leveraging Globalization
Maximizing Sales Effectiveness across your Branch Network
Process optimization across your Branch Network for maximum profitability and
competitiveness
Head of Operations
PRE-CLASS
QUESTIONNAIRE (PCQ)
To ensure that you gain maximum benefit from this event, a
detailed questionnaire will be sent to you to establish
exactly what your training needs are. The completed forms
will be analyzed by the course trainer. As a result, we
ensure the course is delivered at an appropriate level and
that relevant issues will be addressed. The comprehensive
course material will enable you to digest the subject matter
in your own time. This training course is designed
specifically for participants to work through a dedicated
strategic planning process. It is a high-level, intensive and
vigorous programmed that will move rapidly. The trainer
will introduce the sessions and then participants will have
the opportunity to develop their own plan. It is an extremely
practical training course where participants will spend
considerable time working on their own ideas that will
enable them to achieve superior performance within their
personal work domains. This training course will contain
case studies and learning principles from various
organizations, which will enable participants a frame of
reference from which they can then launch into their own
activity.
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DAY 1
Global Trends and Strategic Directions
Session 1:
Introduction:
The Insights of
Retail Banking
Session 2:
Global trends:
The Big Picture
Session 3:
Challenges and
Opportunities for
Retail Banks
Session 4:
Organize to
Deliver Solutions
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Session 5:
Successful
Branch Management
DAY 2
From Service Excellence to Success in Sales
(Micro -) Segmentation through data collection
Importance of technology in Innovation
The role of social media
Session 1:
How to match what
customers really want
(and don't tell us)
Session 2:
Do the surveys tell us
what the Customer is
thinking about us?
Brainstorming exercise
The Net Promoter Score (NPS)
Building trust and creating long term relationships - Matching the
Client's needs throughout the life cycle
Value of high quality service Service Quality Dimensions
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Session 3:
Into the Customer's
shoes - Making it happen
for your Customer
Session 4:
Sales Excellence
Session 5:
From Service
Excellence to
Successful Sales
DAY 3
Strategies to Make Your Branch Network Profitable
Session 1:
Branching out!
Is there a need for
physical presence in
a digital world?
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Session 2:
Strategic directions
for future growth
Session 3:
People, Processes,
Products...
Reaching out for
Distribution Excellence
Sharing experiences
Methodology of a branch network project
Proven project model to increase sales and profit of your branch
network
Session 4:
Retail Network &
Branch Transformation
Briefing the details of the Retail Safari not just a walk about
Where the key learning from the day will be
How you can maximize the time for use in your own organisation
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DAY 4
Your Strategy: Making Choices - Getting into Action
Increase efficiency (FTE allocation, internal processes) without
impacting the Customer experience
Building a consistent and cost-effective customer service
Session 1:
Customer Experience:
Your Challenges and
Opportunities
Prioritizing
Opportunity of globalization
Session 2:
Creating a Business
Strategy Plan by
leveraging globalization
Digital banking to attract the tech savvy and affluent who want a
global reach and no longer place a premium on the branch network
Aligning to global trends of Globalization and Digitalization
Engaging customers through digital channels
Strategic planning
Driving the change
Session 3:
Developing your
action plan
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Briefing for Retail Safari-think like a shopper (not like a banker), benchmarking experiences, measuring perception
14:00
14:30
Store Visits
15:00
15:30
Store Visits
16:00
16:30
Wrap up of retail safari, personal action and follow up plans for future implementation
17:00
Course Concludes
TESTIMONIALS
Well Conducted & Focused Masterclass
May Bank
Well Selected Trainer with good presentation skills
DBS Bank
Very Relevant Masterclass well conducted. Good trainer with International (Developing Countries)
Exposure & multi Cultural/ Economic Perspective
Reliance Industries
It was a good interactive workshop which was well conducted & addressed by good trainer from
the related field
Kuwait International Bank - Kuwait
Good movement to increase awareness of topics which effects in future on individual
development
Bank of Ceylon - Sri Lanka
Quest has done a brilliant job of connecting the right trainer to the right group of participants
Habib Bank - Pakistan
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Investment
USD 3750
per
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REGISTRATION CONTRACT
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Terms & Conditions:
1. Fees are inclusive of programmes materials and refreshments and the event is nonresidential
2. Payment Terms: Following completion and return of the registration form, full payment is required within 5 days from
receipt of invoice PLEASE NOTE: Payment must be received prior to the conference date.
3. Cancellation/Substitution: Provided the total fee has been paid, substitutions at no extra charge are allowed.
Cancellations must be received in writing by mail or fax six (6) weeks before the conference is to be held in order to obtain
a full credit for any future Quest ontheFRONTIER conference. Thereafter, the full conference fee is payable and is non
refundable. The service charge is completely nonrefundable and non-creditable. Nonpayment or non-attendance does
not constitute cancellation. By signing this contract, the client agrees that in case of dispute or cancellation of this contract
that Quest ontheFRONTIER will not be able to mitigate its losses for any less than 50% of the total contract value. If, for any
reason, Quest ontheFRONTIER decides to cancel or postpone this conference, Quest ontheFRONTIER is not responsible
for covering airfare, hotel, or other travel costs incurred by clients. The conference fee will not be refunded, but can be
credited to a future conference. Event programme content is subject to change without notice.
4. Copyright etc: All intellectual property rights in all materials produced or distributed by Quest ontheFRONTIER in
connection with this event is expressly reserved and any unauthorized duplication, publication or distribution is
prohibited.
5. Governing law: This Agreement shall be governed and construed in accordance with the law of Malaysia and the parties
submit to the exclusive jurisdiction of the Singapore Courts. Quest ontheFRONTIER Singapore will be marketing the event
although the event will take place in Malaysia.
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