Client using the Sales/Trusted Advisor training, Member Experience measurement (surveys), and Employee Engagement/Culture Alignment program:

 

“Mosaic’s programs have done more for us to establish consistency of member experience delivery than any other initiative over the past five years.  Not only has our culture, trusted advisory and member experience scores improved, our financial performance has experienced 25% growth, 5 years running.”

                                                                                                              CEO, Credit Union in California

Client using the Customer Experience measurement (surveys and mystery shopping) and Sales/Trusted Advisor training:

 

"Mosaic's customer experience measurement system and sales training provides valuable insight on our customer's perception of service delivery that has enabled us to make immediate changes.  Knowing their programs are tied to outcomes, we appreciate how the programs help us to take action to improve.  This has helped us increase loyalty among customers, and importantly, helped our product penetration improve 226%"

                                                                                                  EVP of Retail, Community Bank in Kansas

Client using the Sales/Trusted Advisor training and Employee Engagement/Culture Enhancement program:

 

“Mosaic’s training and sales development process has improved our Member Service Representative capabilities at cross-selling in a consultative manner.  In the first year, our loan close ratio increased 20%, deposit product referrals were up 12%, and product penetration increase 110%.”

                                                                                                                        COO, Credit Union in Texas

Client using the Customer Experience measurement (surveys) and Service Workshops:

 

“Mosaic’s customer experience measurement program was customized according to our strategy.  We receive daily feedback as well as monthly reporting that allows us to coach our employees on a frequent basis based on customer feedback.  Along with their workshops, we have been able to achieve better consistency of customer experience and in turn increased our cross-sell ratio from 1.4 to 3.2.”

                                                                           SVP of Retail Banking, Community Bank in Pennsylvania