ath Power Consulting's President and CEO, Frank Aloi, Offers Customer Experience Solutions at BAI Retail Delivery Conference
Putting the Customer First Keeps them Coming Back Again and Again
Boston, MA [November 3, 2009] -- Frank Aloi, President & CEO of ath Power Consulting, today led a workshop at the BAI Retail Delivery Conference in Boston along with Michael Menyhart, Senior Vice President, Director of Customer Experience, Fifth Third Bank and Paul Evangelista, Executive Vice President, Century Bank. The speakers addressed initiatives already in play that are helping to guide employee interactions with customers, stay client-focused, and employ best practices to create an outstanding customer experience.
According to Aloi, "Trust is the issue that most concerns banks and their retail customers in the wake of last year's financial crisis. The best way to build trust is to be client-focused by measuring and managing customer experience. Positive customer experience leads to greater revenue through new customer acquisition, satisfaction and loyalty. More than anything else, customer experience with a bank is the most important driver of business success."
Based on surveys it has conducted in the past year, ath Power Consulting addressed which elements determine customer experience, including what customers are looking for in a banking relationship. As shown in the chart below, most customers are far less concerned with products than with experiences.
The session also focused on how to assess the current customer experience landscape at a banking institution, develop the correct tracking initiatives for the long term, and create the disciplines, processes and strategic plans to comprehensively manage customers' cross-channel exposure, interaction and transaction with a brand. Another important area of focus is on employee engagement in order to provide consistency in high level customer-centric delivery.
About ath Power Consulting
ath Power is a premier provider of customer experience solutions for the financial services industry, offering audit and mystery shop studies, surveys, market research, employee development and strategic brand planning. ath Power owns the largest database of financial services field representatives in the nation, and executes the largest number of proprietary banking audits in the industry. ath Power delivers increased sales results and heightened customer service ‐‐ the cornerstones of differentiation in a crowded marketplace. For more information, please visit www.athpower.com.
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Media Contact:
Jessica Hamel
ath Power Consulting
978-474-6464 Ext. 107
jhamel@athpower.com
