June 24 Webinar: Retaining Small Business Customers
by Nick Miller ~ May 26th, 2010. Filed under: News.Street-level Strategies for Commercial and Small Business Bankers, Branch Managers, and FSRs
Date: Thursday, June 24, 2010
Time: 12:00 – 1:00 PM EDT
Fee: Complimentary
Host: Nick Miller, Clarity Advantage President
High levels of small business dissatisfaction with banks – particularly larger banks – hint at an oncoming train of significant customer attrition and churn when the economy improves and business owners feel confident they can get credit or better service at other banks.
How can individual business bankers and branch managers raise the odds of retaining small businesses and their owners as customers?
In this webinar, Clarity will share a suite of “street level” customer retention strategies drawn from recent customer research and long experience – strategies that individual business banking or branch team members can execute regardless of or in spite of what “marketing” or “product management” are doing, with an eye cast toward how their incentive plans work.
In this webinar we’ll focus on:
- Three tips for attracting new customers who are more likely to stay.
- Five keys to beginning and expanding relationships so they are more likely to stick.
- Three important principles of handling service breakdowns and dissatisfaction.
- Communicating and contributing value.
- Concentrating retention efforts on the customers that make the most difference to the bank.
- Six tip-offs that important customers may be thinking about leaving your bank.
