Posts tagged with "customer experience"

Bank Fees and Service Charges: The Customer’s Viewpoint

Register Now

Bank fees and service chargesWhile banks continue to work hard to identify new sources of bottom-line revenue for 2017 and beyond, few topics have dominated the financial services industry over the last decade as much as fee income has. From monthly maintenance fees to ATM charges, consumers continue to be an important source of revenue for almost all institutions. To illustrate this, it can be argued that no type of fee income has generated as much discussion, research and regulation as Overdraft Fees have. American Banker recently wrote,

“We need to acknowledge that the banks have a real revenue problem which is stopping many of them from doing the right thing on overdraft [programs]. The name of that problem is the Durbin amendment. One of the key reasons that many banks have kept bad overdraft practices, despite public criticism, is that they have been trying to make up for the dramatic loss of revenue caused by the ill-advised provision added to the Dodd-Frank Act, by Sen. Dick Durbin, that caps debit interchange fees. Banks need fee income to continue to serve low-balance, lower-income customers who don’t buy other services, particularly in a low interest rate environment where the financial value of deposits is low. It’s a sad fact that, without adequate fee income, the banks lose money on most of their mass market and lower-income customers.” (How to Solve the Bank Fee Conundrum Hurting Consumers, American Banker, Feb 17, 2017)

Using primary research from surveys of over 80,000 consumers annually, former J D Power Banking Practice Director, Michael Beird, looks at changes in consumer sentiment around various fees and services charges from 2012 to 2016*. Beyond just the nationwide data findings, Mr. Beird will also delve into actionable recommendations, best practices and significant challenges that financial institutions need to consider for maximizing fee income while not alienating their customers.

Attendees to this insightful and educational banking webinar will leave knowing:

  • How overall consumer sentiment towards fees and service charges has changed over the last five years
  • Which fees have the greatest impact on customer satisfaction, customer attrition, advocacy (it’s probably NOT the ones you think of first!)
  • Which of your customers are most likely to completely understand your fee structure and why that is the most critical metric for satisfaction and retention
  • Why certain fees negatively impact customer satisfaction more than others
  • How fee satisfaction differs by demographics, income groups, geography, size of institution and more
  • What banks can do to mitigate customer dissatisfaction around fees and strengthen their relationship with your institution

*Source: J.D. Power 2012/2016 Retail Banking Satisfaction Study. Used with permission and all rights reserved.

Pricing

$249 for Webinar and Playback*
*Playback has no expiration and may be shared internally

Dates of Event

Tuesday, April 30, 2019

  • 2:00 – 3:30 pm (Eastern Time)
  • 1:00 – 2:30 pm (Central Time)
  • 12:00 – 1:30 pm (Mountain Time)
  • 11:00 – 12:30 pm (Pacific Time)

Credits

  • 1.0 CPE Credits

Your Speaker

Michael Beird
Co-Founder – BankersHub
Former Bank Director – J.D. Power

Michael Beird

About the Speaker

Michael Beird has been involved in Financial Services for four decades, most recently as Co-Founder and Managing Director for Financial Services at BankersHub since 2010. In addition to BankersHub, Michael most recently served as Director of Banking and Credit Card Practices for J.D. Power and Associates where he helped oversee the annual customer satisfaction surveys in addition to consulting on improving customer experience at banks across the country.

Michael’s experience began with Bank of America as Branch Manager, Auditor and Operations Specialist for one of the bank’s largest branches. He was VP of Workforce Management for Shawmut Bank Boston where he also conducted due diligence for numerous M&A engagements. He has worked at numerous management consulting firms for 15 years, advising Retail Executives at banks in the U.S., Europe, Australia and Japan. Michael also serves on the faculty of the GSB Wisconsin

He has an MBA in Finance and Accounting from Cornell University and his BA in Psychology from University California Irvine.

Register Now Pay by Check

Customer Experience Journey: Keeping up with what Customers Expect

Register Now

What customers expect from their financial institution is rapidly changing.  Are you keeping up? In this customer experience webinar, we will walk through the five stages of the customer journey: attract/connect, educate, purchase, serve/retain, advocate, mapping out how your institution currently interacts with customers and prospective customers. Once an understanding of the journey is mapped, we will delve into best practices, ideas and concepts of how to improve the customer journey at your institution.

When you have a strong relationship and customer experience model, the ROI is clear – customers stay longer and are more engaged as brand advocates for your institution. And, at the end of the day, having advocates that are influencers increases brand loyalty and ultimately the financial performance of your institution.

Date of Event

Wednesday, April 17, 2019
12:00 – 1:00 pm ET
11:00 – 12:00 pm CT
10:00 – 11:00 am MT
9:00 – 10:00 am PT

Pricing
$249 for Webinar plus playback*
*Playbacks do NOT expire and may be shared internally

Credits

  • 1.2 AAP Credits
  • 1.0 CPE Credits

Your Speaker

Lisa Beck
President – Cypress Resources

 

About Lisa Beck

Lisa is a nationally recognized strategic marketing executive and business development professional with an extensive background in the financial services and mid-sized business arena. She has successfully transitioned brands and created a national brand with three unique business units. Lisa’s experience encompasses a broad spectrum of financial industry knowledge, skills and experience. Skilled at developing and leading teams to successfully achieve growth plans, she demonstrates a proven success creating sales and marketing strategies on a national platform evolving brands to match business objectives.

Register Now Pay by Check

Aligning Financial Services Customer Experience – 3 Part Webinar Series

Register Now

Customer Experience TransformationIt’s happening in pieces and parts. You are beginning the transformation process, moving away from a transaction orientation to a laser-focus on the customer / member experience.  You’ve probably made some changes to your online banking, perhaps taking the shiny new upgrade your vendor offered.  But when it comes to how your consumers will evaluate your service, how much have you really transformed?

In this 3-part financial services webinar series, FinTech pioneer David L. Peterson will lead your bank or credit union on a customer journey to dissect the magic behind a truly integrated customer/member experience transformation.

BONUS MATERIAL: Registered attendees will be offered a pre-event survey to provide experiences and insights that will be summarized and shared during this exclusive BankersHub 3-part event.

PART 1

Aligning Digital Transformation and the ‘Virtual Branch’

Tuesday, April 9, 2019

  • 2:00 – 3:00 pm ET
  • 1:00 – 2:00 pm CT
  • 12:00 – 1:00 pm MT
  • 11:00 – 12:00 pm PT
Much has been done to upgrade the online banking experience.  But in comparison to what can be consumed from online sites that we access everyday, the financial services industry is still lagging behind.

How can we transform our online banking application to a totally integrated experience that will thrill and delight our customers and members?

In this initial session on aligning the customer/member experience, we will examine the current state of the “virtual branch” and outline  minimum requirements that today’s customers and prospects demand. We will also discuss those features that will allow transformative banks and credit unions to stand out.

 

PART 2

Aligning Retail Delivery Transformation

Wednesday, April 10, 2019

  • 2:00 – 3:00 pm ET
  • 1:00 – 2:00 pm CT
  • 12:00 – 1:00 pm MT
  • 11:00 – 12:00 pm PT
How do you view your branch and other customer facing services (i.e.: call center, online chat, etc.)?  Are they co-equal to your virtual branch?  Or merely vestiges of atrophied elements of your “old” banking experience?

Some banks and credit unions believe that the future is in a digital-only (or at least digital-dominated) experience.  But people look at their money different than any other product or service.  There will always be a place for a transformed in-person experience but not one oriented to transactions.  The personal interactions of the future will be focused on engagement, with consultative selling, education and problem solving at the core of engagement services.

This second session will examine how true retail services engagement can occur in a measured but deliberate way that is cost effective yet transformative.

 

PART 3

Integrating Transformation of the Whole Customer Experience

Thursday, April 11, 2019

  • 2:00 – 3:00 pm ET
  • 1:00 – 2:00 pm CT
  • 12:00 – 1:00 pm MT
  • 11:00 – 12:00 pm PT
This final session will bring together the transformation elements from the digital and physical into a review and discussion of the overall customer experience journey.  How can you align the elements of digital and physical customer touch points to provide a consistent and satisfying customer experience?

This final session will address specific use cases that have been offered by webinar attendees, culled from the pre-bootcamp survey that will be delivered to all registered attendees. These real-world case studies will enlighten all attendees as we discuss specific strategies for eliminating confusion as we align the activities virtual branch with engagement the branch lobby.

The end result will be specific takeaways for your institution on which to build a strategically important plan to transform the whole customer experience.

Pricing

$549 for all 3 Webinars and Playbacks* *Playback has no expiration and may be shared internally

Want to register for just 1 or 2? Click on a link below to register for individual events. Just $249 each for webinar and playback*
Register for Part 1 ONLY
Register for Part 2 ONLY
Register for Part 3 ONLY

Credits for all 3

  • 4.8 AAP Credits
  • 4.5 CPE Credits

Your Speaker

David Peterson
President, U.S. Dataworks
Founder, i7 Strategies

About the Speaker

David Peterson is President of U.S. Dataworks, serving on the board of several industry related companies and associations, and is a serial entrepreneur with start-ups in retail and professional services.

David has inspired international audiences to rethink how innovation happens in their organization. He helps business leaders foster a culture of innovation that capitalizes on workforce diversity and instills accountability for driving growth. As the founder and CEO of Goldleaf Technologies, a leading provider of electronic payments software and a pioneer in the fintech industry, David understands the critical need to combat status-quo thinking to achieve sustainable profits and competitiveness in any industry.

David is the author of the best-selling book Grounded: Anchored Management for Strategic Leadership and Effective Decision-Making (Little River Publishing, 2016). His approach to strategic innovation has been praised by everyone from C-Suite executives to entrepreneurs to millennials.

Register Now Pay by Check

Aligning Financial Services Customer Experience – 3 Part Webinar Series

Register Now

Customer Experience TransformationIt’s happening in pieces and parts. You are beginning the transformation process, moving away from a transaction orientation to a laser-focus on the customer / member experience.  You’ve probably made some changes to your online banking, perhaps taking the shiny new upgrade your vendor offered.  But when it comes to how your consumers will evaluate your service, how much have you really transformed?

In this 3-part financial services webinar series, FinTech pioneer David L. Peterson will lead your bank or credit union on a customer journey to dissect the magic behind a truly integrated customer/member experience transformation.

BONUS MATERIAL: Registered attendees will be offered a pre-event survey to provide experiences and insights that will be summarized and shared during this exclusive BankersHub 3-part event.

PART 1

Aligning Digital Transformation and the ‘Virtual Branch’

Tuesday, April 9, 2019

  • 2:00 – 3:00 pm ET
  • 1:00 – 2:00 pm CT
  • 12:00 – 1:00 pm MT
  • 11:00 – 12:00 pm PT
Much has been done to upgrade the online banking experience.  But in comparison to what can be consumed from online sites that we access everyday, the financial services industry is still lagging behind.

How can we transform our online banking application to a totally integrated experience that will thrill and delight our customers and members?

In this initial session on aligning the customer/member experience, we will examine the current state of the “virtual branch” and outline  minimum requirements that today’s customers and prospects demand. We will also discuss those features that will allow transformative banks and credit unions to stand out.

 

PART 2

Aligning Retail Delivery Transformation

Wednesday, April 10, 2019

  • 2:00 – 3:00 pm ET
  • 1:00 – 2:00 pm CT
  • 12:00 – 1:00 pm MT
  • 11:00 – 12:00 pm PT
How do you view your branch and other customer facing services (i.e.: call center, online chat, etc.)?  Are they co-equal to your virtual branch?  Or merely vestiges of atrophied elements of your “old” banking experience?

Some banks and credit unions believe that the future is in a digital-only (or at least digital-dominated) experience.  But people look at their money different than any other product or service.  There will always be a place for a transformed in-person experience but not one oriented to transactions.  The personal interactions of the future will be focused on engagement, with consultative selling, education and problem solving at the core of engagement services.

This second session will examine how true retail services engagement can occur in a measured but deliberate way that is cost effective yet transformative.

 

PART 3

Integrating Transformation of the Whole Customer Experience

Thursday, April 11, 2019

  • 2:00 – 3:00 pm ET
  • 1:00 – 2:00 pm CT
  • 12:00 – 1:00 pm MT
  • 11:00 – 12:00 pm PT
This final session will bring together the transformation elements from the digital and physical into a review and discussion of the overall customer experience journey.  How can you align the elements of digital and physical customer touch points to provide a consistent and satisfying customer experience?

This final session will address specific use cases that have been offered by webinar attendees, culled from the pre-bootcamp survey that will be delivered to all registered attendees. These real-world case studies will enlighten all attendees as we discuss specific strategies for eliminating confusion as we align the activities virtual branch with engagement the branch lobby.

The end result will be specific takeaways for your institution on which to build a strategically important plan to transform the whole customer experience.

Pricing

$549 for all 3 Webinars and Playbacks* *Playback has no expiration and may be shared internally

Want to register for just 1 or 2? Click on a link below to register for individual events. Just $249 each for webinar and playback*
Register for Part 1 ONLY
Register for Part 2 ONLY
Register for Part 3 ONLY

Credits for all 3

  • 4.8 AAP Credits
  • 4.5 CPE Credits

Your Speaker

David Peterson
President, U.S. Dataworks
Founder, i7 Strategies

About the Speaker

David Peterson is President of U.S. Dataworks, serving on the board of several industry related companies and associations, and is a serial entrepreneur with start-ups in retail and professional services.

David has inspired international audiences to rethink how innovation happens in their organization. He helps business leaders foster a culture of innovation that capitalizes on workforce diversity and instills accountability for driving growth. As the founder and CEO of Goldleaf Technologies, a leading provider of electronic payments software and a pioneer in the fintech industry, David understands the critical need to combat status-quo thinking to achieve sustainable profits and competitiveness in any industry.

David is the author of the best-selling book Grounded: Anchored Management for Strategic Leadership and Effective Decision-Making (Little River Publishing, 2016). His approach to strategic innovation has been praised by everyone from C-Suite executives to entrepreneurs to millennials.

Register Now Pay by Check

Aligning Financial Services Customer Experience – 3 Part Webinar Series

Register Now

Customer Experience TransformationIt’s happening in pieces and parts. You are beginning the transformation process, moving away from a transaction orientation to a laser-focus on the customer / member experience.  You’ve probably made some changes to your online banking, perhaps taking the shiny new upgrade your vendor offered.  But when it comes to how your consumers will evaluate your service, how much have you really transformed?

In this 3-part financial services webinar series, FinTech pioneer David L. Peterson will lead your bank or credit union on a customer journey to dissect the magic behind a truly integrated customer/member experience transformation.

BONUS MATERIAL: Registered attendees will be offered a pre-event survey to provide experiences and insights that will be summarized and shared during this exclusive BankersHub 3-part event.

PART 1

Aligning Digital Transformation and the ‘Virtual Branch’

Tuesday, April 9, 2019

  • 2:00 – 3:00 pm ET
  • 1:00 – 2:00 pm CT
  • 12:00 – 1:00 pm MT
  • 11:00 – 12:00 pm PT
Much has been done to upgrade the online banking experience.  But in comparison to what can be consumed from online sites that we access everyday, the financial services industry is still lagging behind.

How can we transform our online banking application to a totally integrated experience that will thrill and delight our customers and members?

In this initial session on aligning the customer/member experience, we will examine the current state of the “virtual branch” and outline  minimum requirements that today’s customers and prospects demand. We will also discuss those features that will allow transformative banks and credit unions to stand out.

 

PART 2

Aligning Retail Delivery Transformation

Wednesday, April 10, 2019

  • 2:00 – 3:00 pm ET
  • 1:00 – 2:00 pm CT
  • 12:00 – 1:00 pm MT
  • 11:00 – 12:00 pm PT
How do you view your branch and other customer facing services (i.e.: call center, online chat, etc.)?  Are they co-equal to your virtual branch?  Or merely vestiges of atrophied elements of your “old” banking experience?

Some banks and credit unions believe that the future is in a digital-only (or at least digital-dominated) experience.  But people look at their money different than any other product or service.  There will always be a place for a transformed in-person experience but not one oriented to transactions.  The personal interactions of the future will be focused on engagement, with consultative selling, education and problem solving at the core of engagement services.

This second session will examine how true retail services engagement can occur in a measured but deliberate way that is cost effective yet transformative.

 

PART 3

Integrating Transformation of the Whole Customer Experience

Thursday, April 11, 2019

  • 2:00 – 3:00 pm ET
  • 1:00 – 2:00 pm CT
  • 12:00 – 1:00 pm MT
  • 11:00 – 12:00 pm PT
This final session will bring together the transformation elements from the digital and physical into a review and discussion of the overall customer experience journey.  How can you align the elements of digital and physical customer touch points to provide a consistent and satisfying customer experience?

This final session will address specific use cases that have been offered by webinar attendees, culled from the pre-bootcamp survey that will be delivered to all registered attendees. These real-world case studies will enlighten all attendees as we discuss specific strategies for eliminating confusion as we align the activities virtual branch with engagement the branch lobby.

The end result will be specific takeaways for your institution on which to build a strategically important plan to transform the whole customer experience.

Pricing

$549 for all 3 Webinars and Playbacks* *Playback has no expiration and may be shared internally

Want to register for just 1 or 2? Click on a link below to register for individual events. Just $249 each for webinar and playback*
Register for Part 1 ONLY
Register for Part 2 ONLY
Register for Part 3 ONLY

Credits for all 3

  • 4.8 AAP Credits
  • 4.5 CPE Credits

Your Speaker

David Peterson
President, U.S. Dataworks
Founder, i7 Strategies

About the Speaker

David Peterson is President of U.S. Dataworks, serving on the board of several industry related companies and associations, and is a serial entrepreneur with start-ups in retail and professional services.

David has inspired international audiences to rethink how innovation happens in their organization. He helps business leaders foster a culture of innovation that capitalizes on workforce diversity and instills accountability for driving growth. As the founder and CEO of Goldleaf Technologies, a leading provider of electronic payments software and a pioneer in the fintech industry, David understands the critical need to combat status-quo thinking to achieve sustainable profits and competitiveness in any industry.

David is the author of the best-selling book Grounded: Anchored Management for Strategic Leadership and Effective Decision-Making (Little River Publishing, 2016). His approach to strategic innovation has been praised by everyone from C-Suite executives to entrepreneurs to millennials.

Register Now Pay by Check

Branch Manager’s Guide for Improving Customer Experience and Satisfaction

Register Now

Much has been written lately about the superiority of digital banking channels and the demise of brick-and-mortar facilities. New types of mobile banking applications appear almost daily and it seems as though there’s little you cannot do with a Smartphone.

Research continues to shed light on the important role branches and the branch experience still play in the overall customer experience. Customer satisfaction with the branch channel has never been higher but for different reasons and with higher stakes in getting it right.

Michael Beird, former Director of the Banking and Credit Card Practices for JD Power and current industry consultant on Customer Satisfaction in Financial Services, will focus on what customers expect and want most from their banking experience.

Attendees to this banking webinar will leave knowing:

  • Industry trends in retail banking satisfaction, best practices and challenges
  • Which banks are performing well at the top
  • How your frontline staff needs to handle ‘fees’ without sacrificing customer satisfaction
  • What actions need to be taken during and after account opening to solidify the new customer relationship
  • How your brick-and-mortar facility may be costing you customers before they even enter the branch
  • Which problems contribute the most to customer attrition and how to resolve them successfully
  • Which differences in expectations for service ‘excellence’ across demographics matter most for retaining customers
  • The 10 KPIs (Key Performance Indicators) critical for integrating into any customer tracking or satisfaction study
  • The one behavior which impacts branch experience more than any other action

Pricing

$249 for Webinar and Playback*
*Playback has no expiration and may be shared internally

Dates of Event

Monday, February 25, 2019

  • 2:00 – 3:30 pm (Eastern Time)
  • 1:00 – 2:30 pm (Central Time)
  • 12:00 – 1:30 pm (Mountain Time)
  • 11:00 – 12:30 pm (Pacific Time)

Credits

  • 1.0 CPE Credits

Your Speaker

Michael Beird
Co-Founder – BankersHub
Former Director – J.D. Power

Michael Beird

About the Speaker

Michael Beird has been involved in Financial Services for four decades, most recently as Co-Founder and Managing Director for Financial Services at BankersHub since 2010. In addition to BankersHub, Michael most recently served as Director of Banking and Credit Card Practices for J.D. Power and Associates where he helped oversee the annual customer satisfaction surveys in addition to consulting on improving customer experience at banks across the country.

Michael’s experience began with Bank of America as Branch Manager, Auditor and Operations Specialist for one of the bank’s largest branches. He was VP of Workforce Management for Shawmut Bank Boston where he also conducted due diligence for numerous M&A engagements. He has worked at numerous management consulting firms for 15 years, advising Retail Executives at banks in the U.S., Europe, Australia and Japan. Michael also serves on the faculty of the GSB Wisconsin

He has an MBA in Finance and Accounting from Cornell University and his BA in Psychology from University California Irvine.

Register Now Pay by Check

Customer Experience Journey: Keeping up with what Customers Expect

Register Now

What customers expect from their financial institution is rapidly changing.  Are you keeping up? In this customer experience webinar, we will walk through the five stages of the customer journey: attract/connect, educate, purchase, serve/retain, advocate, mapping out how your institution currently interacts with customers and prospective customers. Once an understanding of the journey is mapped, we will delve into best practices, ideas and concepts of how to improve the customer journey at your institution.

When you have a strong relationship and customer experience model, the ROI is clear – customers stay longer and are more engaged as brand advocates for your institution. And, at the end of the day, having advocates that are influencers increases brand loyalty and ultimately the financial performance of your institution.

Date of Event

Monday, January 14, 2019
12:00 – 1:00 pm ET
11:00 – 12:00 pm CT
10:00 – 11:00 am MT
9:00 – 10:00 am PT

Pricing
$249 for Webinar plus playback*
*Playbacks do NOT expire and may be shared internally

Credits

  • 1.2 AAP Credits
  • 1.0 CPE Credits

Your Speaker

Lisa Beck
President – Cypress Resources

 

About Lisa Beck

Lisa is a nationally recognized strategic marketing executive and business development professional with an extensive background in the financial services and mid-sized business arena. She has successfully transitioned brands and created a national brand with three unique business units. Lisa’s experience encompasses a broad spectrum of financial industry knowledge, skills and experience. Skilled at developing and leading teams to successfully achieve growth plans, she demonstrates a proven success creating sales and marketing strategies on a national platform evolving brands to match business objectives.

Register Now Pay by Check

Bank Fees and Service Charges: The Customer’s Viewpoint

Register Now

Bank fees and service chargesWhile banks continue to work hard to identify new sources of bottom-line revenue for 2017 and beyond, few topics have dominated the financial services industry over the last decade as much as fee income has. From monthly maintenance fees to ATM charges, consumers continue to be an important source of revenue for almost all institutions. To illustrate this, it can be argued that no type of fee income has generated as much discussion, research and regulation as Overdraft Fees have. American Banker recently wrote,

“We need to acknowledge that the banks have a real revenue problem which is stopping many of them from doing the right thing on overdraft [programs]. The name of that problem is the Durbin amendment. One of the key reasons that many banks have kept bad overdraft practices, despite public criticism, is that they have been trying to make up for the dramatic loss of revenue caused by the ill-advised provision added to the Dodd-Frank Act, by Sen. Dick Durbin, that caps debit interchange fees. Banks need fee income to continue to serve low-balance, lower-income customers who don’t buy other services, particularly in a low interest rate environment where the financial value of deposits is low. It’s a sad fact that, without adequate fee income, the banks lose money on most of their mass market and lower-income customers.” (How to Solve the Bank Fee Conundrum Hurting Consumers, American Banker, Feb 17, 2017)

Using primary research from surveys of over 80,000 consumers annually, former J D Power Banking Practice Director, Michael Beird, looks at changes in consumer sentiment around various fees and services charges from 2012 to 2016*. Beyond just the nationwide data findings, Mr. Beird will also delve into actionable recommendations, best practices and significant challenges that financial institutions need to consider for maximizing fee income while not alienating their customers.

Attendees to this insightful and educational banking webinar will leave knowing:

  • How overall consumer sentiment towards fees and service charges has changed over the last five years
  • Which fees have the greatest impact on customer satisfaction, customer attrition, advocacy (it’s probably NOT the ones you think of first!)
  • Which of your customers are most likely to completely understand your fee structure and why that is the most critical metric for satisfaction and retention
  • Why certain fees negatively impact customer satisfaction more than others
  • How fee satisfaction differs by demographics, income groups, geography, size of institution and more
  • What banks can do to mitigate customer dissatisfaction around fees and strengthen their relationship with your institution

*Source: J.D. Power 2012/2016 Retail Banking Satisfaction Study. Used with permission and all rights reserved.

Pricing

$249 for Webinar and Playback*
*Playback has no expiration and may be shared internally

Dates of Event

Tuesday, December 11, 2018

  • 12:00 – 1:30 pm (Eastern Time)
  • 11:00 – 12:30 pm (Central Time)
  • 10:00 – 11:30 am (Mountain Time)
  • 9:00 – 10:30 am (Pacific Time)

Credits

  • 1.0 CPE Credits

Your Speaker

Michael Beird
Co-Founder – BankersHub
Former Bank Director – J.D. Power

Michael Beird

About the Speaker

Michael Beird has been involved in Financial Services for four decades, most recently as Co-Founder and Managing Director for Financial Services at BankersHub since 2010. In addition to BankersHub, Michael most recently served as Director of Banking and Credit Card Practices for J.D. Power and Associates where he helped oversee the annual customer satisfaction surveys in addition to consulting on improving customer experience at banks across the country.

Michael’s experience began with Bank of America as Branch Manager, Auditor and Operations Specialist for one of the bank’s largest branches. He was VP of Workforce Management for Shawmut Bank Boston where he also conducted due diligence for numerous M&A engagements. He has worked at numerous management consulting firms for 15 years, advising Retail Executives at banks in the U.S., Europe, Australia and Japan. Michael also serves on the faculty of the GSB Wisconsin

He has an MBA in Finance and Accounting from Cornell University and his BA in Psychology from University California Irvine.

Register Now Pay by Check

Branch Manager’s Guide for Improving Customer Experience and Satisfaction

Register Now

Much has been written lately about the superiority of digital banking channels and the demise of brick-and-mortar facilities. New types of mobile banking applications appear almost daily and it seems as though there’s little you cannot do with a Smartphone.

Research continues to shed light on the important role branches and the branch experience still play in the overall customer experience. Customer satisfaction with the branch channel has never been higher but for different reasons and with higher stakes in getting it right.

Michael Beird, former Director of the Banking and Credit Card Practices for JD Power and current industry consultant on Customer Satisfaction in Financial Services, will focus on what customers expect and want most from their banking experience.

Attendees to this banking webinar will leave knowing:

  • Industry trends in retail banking satisfaction, best practices and challenges
  • Which banks are performing well at the top
  • How your frontline staff needs to handle ‘fees’ without sacrificing customer satisfaction
  • What actions need to be taken during and after account opening to solidify the new customer relationship
  • How your brick-and-mortar facility may be costing you customers before they even enter the branch
  • Which problems contribute the most to customer attrition and how to resolve them successfully
  • Which differences in expectations for service ‘excellence’ across demographics matter most for retaining customers
  • The 10 KPIs (Key Performance Indicators) critical for integrating into any customer tracking or satisfaction study
  • The one behavior which impacts branch experience more than any other action

Pricing

$249 for Webinar and Playback*
*Playback has no expiration and may be shared internally

Dates of Event

Thursday, October 25, 2018

  • 2:00 – 3:30 pm (Eastern Time)
  • 1:00 – 2:30 pm (Central Time)
  • 12:00 – 1:30 pm (Mountain Time)
  • 11:00 – 12:30 pm (Pacific Time)

Credits

  • 1.0 CPE Credits

Your Speaker

Michael Beird
Co-Founder – BankersHub
Former Director – J.D. Power

Michael Beird

About the Speaker

Michael Beird has been involved in Financial Services for four decades, most recently as Co-Founder and Managing Director for Financial Services at BankersHub since 2010. In addition to BankersHub, Michael most recently served as Director of Banking and Credit Card Practices for J.D. Power and Associates where he helped oversee the annual customer satisfaction surveys in addition to consulting on improving customer experience at banks across the country.

Michael’s experience began with Bank of America as Branch Manager, Auditor and Operations Specialist for one of the bank’s largest branches. He was VP of Workforce Management for Shawmut Bank Boston where he also conducted due diligence for numerous M&A engagements. He has worked at numerous management consulting firms for 15 years, advising Retail Executives at banks in the U.S., Europe, Australia and Japan. Michael also serves on the faculty of the GSB Wisconsin

He has an MBA in Finance and Accounting from Cornell University and his BA in Psychology from University California Irvine.

Register Now Pay by Check

Branch Manager’s Guide for Improving Customer Experience and Satisfaction

Register Now

Much has been written lately about the superiority of digital banking channels and the demise of brick-and-mortar facilities. New types of mobile banking applications appear almost daily and it seems as though there’s little you cannot do with a Smartphone.

Research continues to shed light on the important role branches and the branch experience still play in the overall customer experience. Customer satisfaction with the branch channel has never been higher but for different reasons and with higher stakes in getting it right.

Michael Beird, former Director of the Banking and Credit Card Practices for JD Power and current industry consultant on Customer Satisfaction in Financial Services, will focus on what customers expect and want most from their banking experience.

Attendees to this banking webinar will leave knowing:

  • Industry trends in retail banking satisfaction, best practices and challenges
  • Which banks are performing well at the top
  • How your frontline staff needs to handle ‘fees’ without sacrificing customer satisfaction
  • What actions need to be taken during and after account opening to solidify the new customer relationship
  • How your brick-and-mortar facility may be costing you customers before they even enter the branch
  • Which problems contribute the most to customer attrition and how to resolve them successfully
  • Which differences in expectations for service ‘excellence’ across demographics matter most for retaining customers
  • The 10 KPIs (Key Performance Indicators) critical for integrating into any customer tracking or satisfaction study
  • The one behavior which impacts branch experience more than any other action

Pricing

$249 for Webinar and Playback*
*Playback has no expiration and may be shared internally

Dates of Event

Monday, August 20, 2018

  • 12:00 – 1:30 pm (Eastern Time)
  • 11:00 – 12:30 pm (Central Time)
  • 10:00 – 11:30 am (Mountain Time)
  • 9:00 – 10:30 am (Pacific Time)

Credits

  • 1.0 CPE Credits

Your Speaker

Michael Beird
Co-Founder – BankersHub
Former Director – J.D. Power

Michael Beird

About the Speaker

Michael Beird has been involved in Financial Services for four decades, most recently as Co-Founder and Managing Director for Financial Services at BankersHub since 2010. In addition to BankersHub, Michael most recently served as Director of Banking and Credit Card Practices for J.D. Power and Associates where he helped oversee the annual customer satisfaction surveys in addition to consulting on improving customer experience at banks across the country.

Michael’s experience began with Bank of America as Branch Manager, Auditor and Operations Specialist for one of the bank’s largest branches. He was VP of Workforce Management for Shawmut Bank Boston where he also conducted due diligence for numerous M&A engagements. He has worked at numerous management consulting firms for 15 years, advising Retail Executives at banks in the U.S., Europe, Australia and Japan. Michael also serves on the faculty of the GSB Wisconsin

He has an MBA in Finance and Accounting from Cornell University and his BA in Psychology from University California Irvine.

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