September 2008

Performance Improvement Tip

5 Ways to Retain Customers for the Long Term

Attracting and retaining customers is essential to the success of your community bank.

In general, long-term customers are more satisfied, more likely to refer new customers to your bank, and more likely to purchase additional products and services themselves.

Here are 5 ways to retain your bank's customers for the long term:

1. Focus most of your time on serving current customers. They are already doing business with you and are likely to buy from your bank again.
   
2. Show dependability, credibility, and trustworthiness. Treat your customers with honesty, humor, and respect -- and maintain this over time.
   
3. Always do what you say you will do. If you promise to send information or get an answer to a question, do it; you will gain loyalty and trust by following through on your promises.
   
4. Make memorable customer connections. Ask about their lives, financial goals, and desired outcomes; the greater the level of connection, the greater the level of customer satisfaction.
   
5. Be there for the long term. Let customers know you will be there long after the transaction at hand; this can help to differentiate your bank from your competitors.

Learn more about improving community bank performance ...

U.S. Public Seminar

Minimizing Problem Loans
A two-day, highly interactive seminar where you and your colleagues will gain the skills and knowledge needed to stop problem loans before they start.

December 3-4, 2008
Orlando, Florida
More Information and to Register

Web Event Replays

International Financial Reporting Standards
Learn why IFRS is a game changer for commercial lending in the U.S.
Originally Held August 28, 2008
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What Kind of Executive Coach Are You?
Learn how using coach-the-coach techniques can help you drive business results.
Originally Held September 9, 2008
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Sustaining Learning Beyond the Training Event
Ensure new behaviors gained in training yield greater business results for your organization.
Originally Held September 17, 2008
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