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Thursday, November 8, 2012

2:00 PM - 2:45 PM
Phone Home: More Revenue at Less Cost
David R. Tremblay, Business Development & Strategy Executive, Client Development Group, BANK OF AMERICA MERRILL LYNCH
Mike Marshall, Senior Director, Small Business Banking, CIBC

J.D. Power data suggests that small business customers feel significantly more satisfied and are significantly likely to refer and purchase the next product when banks assign relationship managers to them AND the relationship managers pay attention. While business owners differ in their preference for remote versus in-person relationship management, routine attention from someone at their bank is better than no attention from anyone. In this session, we’ll discuss current thinking about remote relationship management strategy challenges including role clarity and fulfillment processes; integration of remote relationship managers with branch or field sales staff; recruiting, training, and retaining remote relationship managers; and compensation to call center staff and branches.

2:45 PM - 3:30 PM
Improved Value Propositions Drive Bottom Line Results
Mary Beth Sullivan, Managing Partner, CAPITAL PERFORMANCE GROUP
Brian Edwards, EVP & Managing Director of Retail Banking Group, ASTORIA BANK

The small business segment remains highly attractive in terms of its potential profitability. Unfortunately, for many banks, the strategies needed to build deep and profitable relationships remain elusive. We will explore how successful banks are enhancing their value propositions for this market, executing new strategies to deliver on those propositions, marketing to the segment in more effective ways, and building real franchise value in the process. We will look at how large banks, community banks,…

4:00 PM - 4:45 PM
Rethinking the Role of the Branch in Serving Small Business Owners
Martie Woods, Vice President and Chief Experience Officer, DELUXE CORPORATION
Pat White, Senior Vice President, Director of Retail Banking, COPPERMARK BANK

From the very small to the very large, banks are struggling to understand what the future holds for branches. Some are choosing to consolidate, some are expanding and others are turning branches into specialty shops focused on a particular need or size of small business. The right answer for each bank depends less on the decisions of other banks or the features of the branch itself, and more on the functional, social and emotional jobs…

4:45 PM - 5:30 PM
Experience By Design: Managing Customer Experiences That Make A Difference
Anne Strange, Director of Commercial Client Experience, BBVA COMPASS
Becky DeGeorge, Senior Director, Customer Experience Management Services & Emerging Industries Division, J.D. POWER AND ASSOCIATES

How should we think about managing or designing “customer experience?” How can it be part of our value propositions to business owners? Customer experience management now focuses on managing customers’ exposure, interaction, and transactions across channels, touch points, and life cycles to move customers from satisfied to loyal to advocates. How much difference have these efforts made to our business owner customers? What comes after that? How much weight should we give to “experience economy”…