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[Conference Program Note: Join CFSI and American Banker for the
Understand Your Target Audience
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Don't Work Alone
Education Starts at Home
Set Measurable Goals
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Practice Forgiveness
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Capitalize on the Strength in Numbers
"A number of our projects require our employees to participate," and they usually enjoy participating once they give it a try, said Joseph Otting, the head of OneWest Bank in Pasadena, Calif. Meanwhile, SunTrust's Rogers praised an employee who helped a customer open a savings account and asked "How did that feel?" when the customer came back and made a deposit.
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