BAI Banking Outlook Webinar

Leading Indicators
in Customer Retention

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RECORDED: September 5, 2018
TIME: 1:00 - 2:00 PM CT

Are your customer retention and relationship deepening strategies aligned with your customers' expectations? BAI conducted separate surveys to consumers and leaders at financial services organizations to find out.

Join us for this complimentary BAI Webinar to gain actionable insights that will help you make smart business decisions in the year ahead.

Get the answers to these strategic questions and more:

  • How does opening an account effect a customer’s Net Promoter Score?
  • What are the differences in customer loyalty between generations?
  • How do the reasons for selecting a main bank change between generations?

Byron Marshall
Director, Research

Byron joined BAI in 2017 with 15 years of financial services experience in the areas of benchmarking, retail banking, treasury management, and payments. He helps create actionable insights from BAI’s rich benchmarking and research data so that our clients make smarter decisions. Prior to joining BAI, Byron was a Senior Expert in McKinsey & Company’s Financial Services Practice and a Principal with Novantas Inc.

Mark Riddle
Director, Research and Content Delivery

Mark is an industry veteran who brings a wealth of expertise to BAI clients. He delivers industry insights and BAI benchmarking program updates to keep our clients informed on critical industry information and their relative performance in the market. Prior to joining BAI, he held consulting and sales positions with Open Solutions, Deluxe Corporation, and various Chicago-area banks for more than 20 years.

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