Leading For Growth: How Umpqua Bank Got Cool And Created A Culture Of Greatness

Leading for Growth: How Umpqua Bank Got Cool and Created a Culture of Greatness

When Ray Davis took over the local 40-person South Umpqua Bankin 1994, many people in the industry poked fun at his insistencethat employees answer the phone with a cheery "World's GreatestBank." Eleven years, $7 billion in assets, and 128 branches (or "bank stores" in Umpqua lingo) later, the moniker seems quite apt.Other banks scratched their heads when Davis sent his tellers toRitz-Carlton to learn customer service and were intrigued when hehired a cutting-edge design firm to completely re-think retaillayout. Now, with a top design award under their belt, a namechange (there never was a North Umpqua bank), and acompletely new definition of the banking business, Umpqua hasbecome the darling of the entrepreneurial press and a growthpowerhouse. The New York Times calls Umpqua "Starbucks withtellers."