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Monday, March 22, 2010

2:30 PM - 3:15 PM
Track: THE CUSTOMER TRACK View Track

SMALL BUSINESS TRANSFORMERS - REINVENTING BUSINESS MODELS FOR THE NEW ORDER

Moderator: Nick Miller, President, CLARITY ADVANTAGE CORPORATION
Rick Otero, Executive Vice President, Services & Customer Experience, CAPITAL ONE BANK

Like humans caught between autobots and the decepticons, small business owners and households frequently feel lost or forgotten between consumer retail programs and bigger-but-not-necessarily-better commercial banking….and the gap between their expectations of banks and banks’ offers  continues to grow.

To address this gap, we'll use top performer examples from inside and outside the banking industry to suggest strategies for mid-sized and smaller banks that want to transform the “lost” small business reality into a new experience to win small business household hearts and balances, including:

  • Implications of the shift from a service economy to an experience economy.
  • How to strengthen your organic revenue growth capabilities to both acquire, retain, and deepen these relationships.
  • How to dramatically close the gap between what small business owners want and expect from the companies they ‘partner’ with

 

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