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Sunday, March 21, 2010

1:00 PM - 3:00 PM

PRE-CONFERENCE WORKSHOP: REDEFINING CUSTOMER EXPERIENCE

Frank Aloi, President and CEO, ATH POWER CONSULTING
Janet Barnes, Vice President, Director of Customer Experience and Sales Development, FIFTH THIRD BANK

Most banks claim they differentiate on customer service—but clearly, not all banks can be above-average. Based on original research conducted by ath Power on what customers really experience in their banking relationships, this session will deliver insights and hands-on best practices to address: What factors determine how customers choose a banking relationship? What specific steps can you take to ensure an experience that increases customer satisfaction and profitability?

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