J.D. Power and Associates has ranked top financial services organizations on their ability to deliver superior levels of satisfaction for 20 years. Recognized by the industry as its benchmark of excellence, the annual J.D. Power retail banking benchmark study provides deep insights into the drivers of satisfaction of customer experience and commitment which guides participating banks in pursing goals and strategies to: 

¨      Retain customers by delivering a higher level of customer satisfaction

¨      Grow profits by providing a better mix of products and services that customers value

¨      Effectively expand their reach either geographically or through technological channels by listening to the voice of the customer as they weigh in on their preferences for and satisfaction with the bank’s product, service and delivery options  

Attendees to this call will: 

¨      Share industry level findings from the 2008 Retail Banking Study, focusing on the critical factors of the retail experience and commitment from the customer’s perspective

¨      How the community bank population performed against large banks in satisfying customers and where their “local advantage” may be eroding

¨      Recommendations on how community banks can improve their competitive position

¨      Extra value – add as J.D. Power shares for the first time, insights from actual branch mystery shops that the firm conducted as a part of the 2008 syndicated research

Telephone Conference Presentation
On Tuesday, June 3, 2008
At 2:30 Eastern/11:30 Pacific

Presentation by
Rocky Clancy
Executive Director, Financial Services
J.D. Power & Associates

Rockwell.Clancy@jdpa.com

About Rocky Clancy:

Rockwell Clancy is the Executive Director of Financial Services at J.D. Power and Associates. He is responsible for overseeing the firm’s syndicated research, proprietary tracking programs, solutions consulting and performance improvement in the banking, mortgage and brokerage practices.
Mr. Clancy’s career spans more than 25 years in the financial services industry, including as a banker, industry trade association executive and consultant.
Prior to joining J.D. Power and Associates, Mr. Clancy was the Director of Planning and Development at Sheshunoff Management Services, helping bank clients develop strategic plans, establish marketing and growth strategies and implement performance management programs. Previously, he was Executive Vice President of Strategic Planning and Research at the Bank Administration Institute. He began his career with management positions in retail banking, marketing and operations at Bank One, Chicago, and its predecessor, First Illinois Corporation.
Topics of articles and research reports authored by Mr. Clancy include Characteristics of High Performance Banks; Marketing Excellence: The Retail Banking Imperative; Convergence Strategies for Banking, Insurance and Investments; Selling Self-Service: Accelerating the Use of Direct Banking; and Managing Technology Investment Decisions. He is a frequent speaker at domestic and global industry conferences who often is quoted in leading consumer and financial services publications.
Mr. Clancy earned a BA in English literature from Northwestern University and an MBA from Northwestern’s J.L. Kellogg Graduate School of Management.

About J.D. Power and Associates:

J.D. Power and Associates is an international marketing information services and consulting firm recognized by many industries as the leader in listening to the voice of the customer.
Since 1968, the firm has been listening to consumers, analyzing their perceptions and refining study methodologies to offer the most advanced customer satisfaction and tracking research available today.
A recent nationally representative study found more than 81% of consumers within the United States are aware of the J.D. Power and Associates name. Of those, nearly 87% recognize the brand as a credible source for quality information. This results in higher response rates and higher quality data than other research consultants.