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Venue

Boca Raton Resort
501 East Camino Real
Boca Raton, FL 33432

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Monday, March 12, 2012

1:45 PM - 2:30 PM
Track: Customer View Track

DEVELOPING THE FULLY-ENGAGED CUSTOMER: KEY STEPS TO CREATE LONG-TERM MULTI-CHANNEL RELATIONSHIPS

Frank Aloi, President and CEO, ATH POWER CONSULTING
Maria P. Tedesco, Group Executive Vice President & Director of Retail and Business Banking, RBS CITIZENS FINANCIAL GROUP, INC.

When it comes to consumer expectations and engagement, certain companies (think Apple as many do!) have set the standard across the board for many industries. They have proven that it is possible to create a seamless and integrated experience across several channels, whether their customers are purchasing a product in one of their retail stores, buying a service online, via mobile, or having questions answered over the phone. ath Power research shows that banking customers who utilize multiple channels to conduct their business are much more engaged than those who do not. Furthermore, those who also hold multiple products or services with an institution are more loyal and less likely to leave.

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