Posts tagged with "branch banking"

Start with “Why?”…The Future of Branches and Retail Bank Transformation

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As financial institutions strategize the future of changing customers and service models, the question should always begin with “why?”.

  • Why will millennials be interested in banking with us?
  • Why would they come into the branch?
  • Why would they want to talk with a bank representative?
  • Why would they use the same types of accounts and processes that their parents and grandparents did?

By starting with “why”, you can be prepared to effectively compete and serve new customers in innovative ways. Your ability to successfully grow your business with new paradigms of product or service delivery is critical. Innovation is the key to transformational growth and success with tomorrow’s customers.

This Branch Transformation Banking Webinar will highlight the strategic opportunities FIs are facing, present specific transformational strategies and provide a framework for your institution to strategically address the changes needed to address all the “whys”.

Pricing

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

Dates of Event

Thursday, May 16, 2019

  • 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

  • 1.8 AAP Credits
  • 1.5 CPE Credits

Your Speaker

David Peterson
President, U.S. Dataworks

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.

 

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Start with “Why?”…The Future of Branches and Retail Bank Transformation

Register Now

As financial institutions strategize the future of changing customers and service models, the question should always begin with “why?”.

  • Why will millennials be interested in banking with us?
  • Why would they come into the branch?
  • Why would they want to talk with a bank representative?
  • Why would they use the same types of accounts and processes that their parents and grandparents did?

By starting with “why”, you can be prepared to effectively compete and serve new customers in innovative ways. Your ability to successfully grow your business with new paradigms of product or service delivery is critical. Innovation is the key to transformational growth and success with tomorrow’s customers.

This Branch Transformation Banking Webinar will highlight the strategic opportunities FIs are facing, present specific transformational strategies and provide a framework for your institution to strategically address the changes needed to address all the “whys”.

Pricing

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

Dates of Event

Wednesday, January 30, 2019

  • 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

  • 1.8 AAP Credits
  • 1.5 CPE Credits

Your Speaker

David Peterson
President, U.S. Dataworks

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

Your Customers’ View on Bank Fees and Service Charges

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While 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 2017*. 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 2012/2018 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

Friday, August 17, 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.

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Branch Manager’s Guide for Improving Customer Experience and Satisfaction

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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 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

Wednesday, March 29, 2017

  • 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

  • 1.8 AAP Credits
  • 1.5 CPE Credits

Your Speaker(s)

Michael Beird

Co-Founder, BankersHub
Former Director – Retail Banking and Credit Card Practices, J.D. Power

Michael Beird

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