In this episode, we explore the partnership between Focus Bank and MBA associate member Haberfeld that has led to a culture of engagement to provide the best and highest level of customer service. Anna Ferrell, marketing director for Focus Bank, and Shawn Wagoner, senior vice president of client services for Haberfeld, share how using programs developed by Haberfeld aided the bank in educating employees about products and services available to customers. These lessons and ongoing engagement have enhanced customer relationships and the “will to win.”