Marco Castillo

Examiner
DISC Type : cs

Customer Experience Manager at HSBC

Mexico City Metropolitan Area

Overview

Marco Castillo is a Customer Experience Manager at HSBC with a background in business administration from the Universidad Nacional Autónoma de México. He specializes in designing digital customer journeys and coordinating multidisciplinary teams to improve processes. Colleagues describe him as highly responsible with strong conviction.

He shows a strong commitment to his professional community by proactively offering his network and support to connections facing job loss. His professional interests extend to major financial institutions, including American Express and his current employer, HSBC.

He designed and implemented the customer journey for HSBC Stilo Connect, the banks first 100% digital account.

Personality Overview

Process Oriented

Overcautious

Status Quo Seeker

Being observant comes to them naturally.  The only way to convince them is by showing them examples and ample proof. They are thorough and always follow a systematic approach.

Topics They Care About

Digital Customer Journeys
Designed and developed the entire customer journey for HSBC's first fully digital bank account, HSBC Stilo Connect.
Process Optimization
Demonstrated success by improving the in-branch account opening process, achieving a 30% reduction in the required time.
Customer-Centric Communication
Responsible for managing the tone of voice and messaging across marketing campaigns for HSBC's Retail Banking division.

Media Appearances

Marco has no verified media appearances

Work History

4-2016
Customer Experience Manager at HSBC
8-2011 - 4-2016
Terminales Punto de Venta HSBC at HSBC
2-2011 - 7-2011
Supervisor de Cobranza LAM at HSBC

Education

2003 - 2007
SI from Universidad Nacional Autónoma de México

More Information

Social Presence :

Prographics :

Exp : 14 Location : Mexico City Metropolitan Area Job Level : Middle Designation : Customer Experience Manager at HSBC
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Insights For Selling To Marco

During A Call Or A Meeting

DO's

  • Spend time addressing concerns around risk and change, they will have them even if they don't express them
  • Expect them to be vague in response to your questions, ask firmly and pointedly
  • Expect them to be slow and cautious, encourage them to ask more questions

DONT's

  • Avoid getting into storytelling mode, especially when they ask specific questions
  • Don't use phrases like 'do not worry', 'i promise' etc.
  • Don't push them too hard to make fast decisions, give them time

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Marco is

  • Low-risk, adoption by others are very important to them, followed by confidence in ROI.
  • Will you ever get a clear answer from Marco

  • They don’t say no often, they push out the decisions or keep going around in circles.

Insights For Deal Planning

    How fast (or slow) will Marco move?

  • They do not like to rush and therefore can be quite slow in their decision-making.
  • Can Marco take some risk or not?

  • They have little risk-appetite and prefer to take measured decisions.

You And Marco

Personality Compatibility


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