CIA, Inc. 603 Mass Ave. Lunenburg, MA 01462 email: ciaincorp@aol.com		Our Reputation Although CAPITAL G had an excellent training program, it was not being applied and reinforced in day-to-day customer interactions. To successfully compete internationally, we also needed to know how we compared to overseas financial institutions. Creative Image Associates created an easy to administer in-house program utilizing well-trained local mystery shoppers combined with overseas data resources. Our on-going customized performance feedback system was precisely the solution we needed. CAPITAL G BANK, Hamilton, Bermuda At North Brookfield Savings Bank, we've developed our sales culture knowing that employee behavior leads to bottom line results. But how do you know what your people are doing or not doing for customers? Creative Image Associates gives us accurate feedback from the customer's viewpoint, helping us to ensure that the "right" behaviors generate the "right" results. North Brookfield Savings Bank, North Brookfield, MA The customized reports we receive monthly from CIA give us the data we need to coach our employees to greater sales and service and to hold them accountable for attracting, retaining, and growing our membership base. Workers' Credit Union, Fitchburg, MA Setting goals and rewarding staff performance is just the start of developing a sales culture. Without accurate, objective methods of measuring employee behavior, not much will change. Our partnership with Creative Image Associates is a key component of our success . . . . Because what gets measured, gets done! PriorityOne Bank, Magee, MS Creative Image Associates helps us to stay focused on the 'cycle of excellence'. Simply put, we educate, evaluate, and celebrate. With continuous repetition of this 3-step process, our people have truly become our greatest asset. Machias Savings Bank, Machias, ME Why did our group of 15 banks switch from a local mystery shopping company to Creative Image Associates? Consistency. Integrity. Accountability. That's CIA. Arvest Bank Group, Lowell, AR We've found that simply doing sales training is simply a waste of time and money. To be successful, any company must have a sales management system in place that includes documentation of performance, management accountability, and a balance of consequences related to on-going performance. Creative Image Associates has given us the resources to systematically manage our sales process. Androscoggin Bank, Lewiston, ME We care about creating a positive “image” in the minds of our members. Implied image, what people expect from us, comes from advertising and promotion. But it is the derived image - what really happens when we come face-to-face, voice-to-voice, and even computer-to-computer with our members - that truly impacts our success. Creative Image Associates measures the 'gap' between our implied and derived image and clearly identifies actions necessary to eliminate that performance gap. CorePlus Federal Credit Union, Norwich, CT © 2007 Creative Image Associates, Inc.