The three vital behaviors these researchers identified are 1) know your stuff, 2) focus on the right stuff, and 3) build a reputation for being helpful (see “Change Anything: The New Science of Personal Success”, pg. 138, by Kerry Patterson, Joseph Grenny, David Maxfield, Ron McMillan, and Al Switzler). As I look back on my experiences with Carrie, and other admirable colleagues, I see the same consistent behaviors.
One of the first things we noticed was that consumers think in terms of moments. When they create a new savings account “Savings 1,” what they’re really doing is planning on buying a car or going on a great vacation. When these customers hit $1,000 in that account they were actually half-way to reaching their goal - they hit an important milestone. That’s cause for celebration!
A recent article from The Verge stated that Americans trust Amazon about as much as they trust their bank. Companies like #GAFA (Google, Amazon, Facebook, and Apple) were born in the age of software and the internet. The people running these organizations were technology visionaries and experts. Initially, #GAFA didn’t seem to pose much of a threat to the traditional financial institutions. How could a company that builds cool music devices called iPods impact a bank? How could a company that helps people find things on the internet hurt the financial institutions storing consumers money?