NEW! Pre-Conference Workshop:
Satisfying the Small Business Banking Customer
Sunday, October 26 | 2:00 PM - 4:00 PM
 Pre-Conference workshop participants will also receive a FREE copy of the best seller, Satisfaction, How Every Great Company Listens to the Voice of the Customer, written by James D. Power IV and Chris Denove. NOTE: Pre-Conference Workshop fee is $145. Open only to registered participants of the main conference. |
Small businesses are a challenge for banks. Varied products, expectations and relationship requirements make it difficult to streamline service delivery. The complexity of small business banking customer relationship proves to be more intense than that of retail banking customers.
This workshop will center on the results of the J.D. Power Small Business Banking Satisfaction Study to be released during the Small Business Banking Symposium. The study profiles financial institutions collectively representing over half of the small business banking market. The study examines factors that matter the most to small business banking customers. Participants of this workshop will:
- Discover the factors that drive small business banking satisfaction
- Learn what banks believe are the most important issues based on a pre-conference survey of small business bank executives
- Compare the findings of the pre-conference survey against what customers actually report as most important and how the industry performed against customer requirements
- Understand the importance of customer commitment and its impact on loyalty, advocacy and increased product usage
- Take away five actions they can employ to improve their customer satisfaction performance
Presenter: Rocky Clancy
Executive Director, Financial Services Practice
