Curriculum

What customers expect from their financial institution is rapidly changing.  Are you keeping up? In this customer experience webinar, we will walk through the five stages of the customer journey: attract/connect, educate, purchase, serve/retain, advocate, mapping out how your institution currently interacts with customers and prospective customers. Once an understanding of the journey is mapped, we will delve into best practices, ideas and concepts of how to improve the customer journey at your institution.

When you have a strong relationship and customer experience model, the ROI is clear – customers stay longer and are more engaged as brand advocates for your institution. And, at the end of the day, having advocates that are influencers increases brand loyalty and ultimately the financial performance of your institution. 

Instructor

  • Lisa Beck

    Lisa Beck

    Cypress Resources / President


    Lisa is a nationally recognized strategic marketing executive and business development professional with an extensive background in the financial services and mid-sized business arena. She has successfully transitioned brands and created a national brand with three unique business units. Lisa’s experience encompasses a broad spectrum of financial industry knowledge, skills and experience. Skilled at developing and leading teams to successfully achieve growth plans, she demonstrates a proven success creating sales and marketing strategies on a national platform evolving brands to match business objectives.

Credits

1.0 CPE Credits & 1.2 AAP Credits