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Venue

Omni Orlando Resort at ChampionsGate
1500 Masters Blvd
ChampionsGate, Florida 33896

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Friday, May 11, 2012

11:15 AM - 12:00 PM
Track: Loyalty and the Customer Experience View Track

KEEP IT SIMPLE, STUPID: A LESSON IN CREATING TRUE CUSTOMER LOYALTY

Sherry Hartwig, SVP of Customer Care/Risk Operations, WORLD
Moderator: Eric Lindeen, Director of Marketing, ZOOT ENTERPRISES
Leslie McNamara, EVP, Partner Management, CITI RETAIL SERVICES

At a time when many financial institutions are trying to cut costs, many are struggling to find balance between cutting back on programs and products and ensuring a positive customer experience. You'll hear innovative ways of improving the customer experience while improving operational efficiency--proving that FIs don’t have to choose between operational efficiency and customer loyalty—they can have both.In this discussion, you'll get:

  • Insight into the simple, yet powerful strategies that WFB has used to build its unusually loyal customer base;
  • an understanding of how FIs can innovate in today’s market without overlooking the impact that basic processes have on customer satisfaction; and
  • a broader perspective on the concept of customer loyalty and the importance of providing a consistently great customer experience. 

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