Workshop: Customer Service as Competetive Advantage for Regionals
Senior Director, Regional Banking, J.D. Power
SVP, Retail Banking Director, First Financial Bank
Peter A. Soraparu
Sr. EVP, Relationship Banking Division, American Trust & Savings Bank
Executive Vice President for Consumer Deposits, Investments and Network Management, Webster Bank
Director, Client Services, J.D. Power
How regional banks can provide customer experiences that drive business outcomes with younger consumers.
It’s no secret that regional and midsize banks generally underperform the largest retail banks at acquiring and retaining younger (Gen Y/Millennial) consumers. Given the difficulty of defeating the larger banks with technology innovation, “Is additional investment in customer experience sufficient?” is the question most commonly posed by smaller banks. The answer can be ‘yes’, if the investments are focused on the service quality, problem resolution and communication programs that most directly impact smaller banks’ abilities to acquire, expand and retain customer relationships with younger customers. J.D. Power’s research reveals a path to achieve these objectives, and these insights will be shared with the American Banker Retail Banking 2017 audience.