Make customers happy-even when they're leaving you

Sharon Houser, assistant cashier at the $130 million-asset Maywood, Neb., bank, overheard the conversation between the woman and the bank teller and approached the customer, asking if there was anything she could do to help. Hire a third-party vendor to conduct a post-transaction survey to reveal pa...

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Bibliographic Details
Published inIndependent Banker Vol. 69; no. 5; pp. 28 - 29
Main Author Patton, Carol
Format Trade Publication Article
LanguageEnglish
Published Sauk Centre Independent Community Bankers of America 01.05.2019
Subjects
Banks
Checking accounts
Customers
Retail banking
United States > US
Europe
Nevada
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Summary:Sharon Houser, assistant cashier at the $130 million-asset Maywood, Neb., bank, overheard the conversation between the woman and the bank teller and approached the customer, asking if there was anything she could do to help. Hire a third-party vendor to conduct a post-transaction survey to reveal painful truths behind account closures, says Sayer, adding that Avannis offers survey and benchmarking services to ICBA members at reduced rates. Emily Sayer, Avannis Quick stat 84% of customers are satisfied with regional and community banks, compared with 77 percent with national banks Source: American Consumer Financial Index
ISSN:0019-3674