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Venue

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

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Monday, March 12, 2012

2:30 PM - 3:15 PM
Track: Customer View Track

DRIVERS AND IMPLICATIONS AROUND CUSTOMERS WHO SWITCH BANKS

J. Michael Beird, Director of Banking Services Practice, J.D. POWER AND ASSOCIATES
Becky DeGeorge, Senior Vice President - Customer Experience Director, U.S. BANK

There has been a lot of publicity over the last year around customers who switch primary banks. These changes have distinct implications and opportunities around organic deposit growth. In February 2012 J.D. Power will publish its study on bank customer switching and acquisition. This timely research examines the drivers and impacts associated with customers who have recently switched their primary institution and why. Attendees to this session will gain a better understanding of:

  • How age, income and demography influences the customer’s purchase funnel;
  • Bottom-line ROI and share-of-wallet implications from customer switching;
  • The role bank size does (and does not) play in bank selection;
  • Positive approaches to assessing customer needs and achieving successful on-boarding; and
  • Firsthand insights from one of the top performing banks from J.D. Power study

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