With increasingly commoditized products, financial institutions are turning to customer services as a point of differentiation in hopes of attracting a strong primary financial relationship.  Many institutions even make a significant investment in training front-line staff or providing above-market rates in hopes of achieving this.  But does all the time and money spent on elevating the customer experience really pay-off?  For every dollar an institution spends on service, what return can it expect?

 

Until recently, it has been difficult to assess the financial gain or "lift" generated from customer satisfaction.  To quantify customer satisfaction in terms of bottom-line financial performance, Raddon Financial Group created the RFG Loyalty Index for comparing and benchmarking an institutions relative customer loyalty.  Current research shows that institutions with high customer loyalty, as measured by RFG's Loyalty Index, also have higher ROA, net growth, average household balances, etc.

 

Join Bill as he examines the link between customer loyalty and financial performance.  Session participants will learn how institutions improve loyalty and establish primary financial relationships with customers and find out: