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Tuesday, March 23, 2010

11:30 AM - 12:15 PM

MAXIMIZING SATISFACTION IN DIFFICULT TIMES

Mike Beird, Director, Banking Services, J.D. POWER AND ASSOCIATES

Since 2006, J.D. Power and Associates has measured customer satisfaction among retail banking customers to provide financial institutions with valuable information about their relative performance against key competitors and how they can improve satisfaction, retention, and advocacy.  Based on the 2009 Retail Banking Satisfaction Study and the 2009 Retail Bank Shopping Study, this presentation will cover 10 easy to implement service practices financial institutions can institute to improve customer satisfaction and help grow the bottom line.

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