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Monday, March 22, 2010

8:30 AM - 9:15 AM

KEYNOTE ADDRESS: CUSTOMER LOYALTY

Brad Dinsmore, Group Executive Vice President, Retail Banking N.A., CITI

Getting new customers is one thing, holding onto them is the hard part. This session will address how to win the loyalty of your customers.

From 'getting the fundamentals right' and understanding their needs, to providing for them during major life events – birth, marriage, buying a home – a bank needs to detect and deliver during those moments of truth. Define value propositions for all life stages, and innovative financial planning and advice tools and capabilities to meet customers' needs. Provide integrated financial solutions, for example across retail, credit cards and mortgage, etc.

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