Proprietary/Confidential

VoiceoftheCustomer:MoreThanSurveys

July11,2017

©2017HarlandClarke.Allmarksarethepropertyoftheirrespectiveowners.Allrightsreserved.

Presentationmaterialsandvideoreplaywillbeprovidedwithinoneweek.

Havequestions?Usethequestionspanel– we’llfieldthemaswegoandduringtheQ&Arecapattheendofthecall.

Presenters

2

StephenNikitasSeniorStrategist Director,HarlandClarke• 30yearsexperience,includingseniorexecutiveatfinancialinstitutions

inNewYork,CaliforniaandMassachusetts

• Providesconsultativeservicestobanksandcreditunionsthatresultinsignificantgrowthratesinloans,deposits,accountsand retention

JohnBeriganExecutiveVicePresident,CustomerServiceProfiles(CSP)• Morethan20yearsincustomerexperience

• Providesstrategicleadershipandprimarycontactforclientprojects

©2017HarlandClarke.Allrightsreserved.

Today,We’llDiscuss…

3

● Customerexperience:Perceptionvs.Reality

● Qualitysurveymethodology

● Beneficialbenchmarkingdata

● Insightsfromkeydriveranalysis

● Performanceimprovementassessments

©2017HarlandClarke.Allrightsreserved.

CustomerExperience:MorePerceptionthanReality

4

Source:BankAdministrationInstitute.(2016).RetailBankingOutlook[PowerPointslide].Retrievedfromhttp://bai.adobeconnect.com/p46pkgu8ivk

HowBanksSeeThemselvesvs.HowtheConsumersSeeThem

©2017HarlandClarke.Allrightsreserved.

Ittakesmorethanasurveytochangeconsumerperception

5 ©2017HarlandClarke.Allrightsreserved.

UncoverYourCompetitiveAdvantage

VoiceoftheCustomer OtherSolutions

SurveyChannels&Methodology• Multipleoptions,includingcustomerpanelsurvey

• Fullycustomizable

• Pre-packaged• Fewoptions• Littlecustomization

Benchmarking

• Peergroupcomparisonby:o Assetsizeo Regiono State

• Nocomparativebenchmarking

Consultation&DataAnalysis

• Real-timedataviaweb-basedreporting

• Keydriversforeverychannel• Executivesummarypresentedbydedicatedcustomerexperienceexpert

• Noidentifyingkeydrivers• Noexecutivesummary;usermustinterpretdataandreports

ClientEducation• ChangeManagement• Managerdevelopmentandtraining

• Notrainingorimprovementplan

6 ©2017HarlandClarke.Allrightsreserved.

GainFaster,BetterInsights

AdvantagesofanOmni-ChannelApproach

Methodologies• Customerpanel• Web• Mobile• Phone• Combination

Advantages• Customizablesurveyquestions• Unbiasedfeedback• Statisticallyrelevantdata• Varietyandmulti-branchdemographics• Customerverbatimcomments• Identifiesemployee• Actionableinsight

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ImprovetheCustomerExperienceThroughBenchmarking

IndustryComparisono Channelo Assetsizeo Geography

Real-time,Web-basedReportingo Executivedashboard

8

Source:CSPdata

©2017HarlandClarke.Allrightsreserved.

IdentifyKeyDriverstoCreateActionableData

99

Runseveralstatisticalanddiagnostictestsonyourdata• Academicallyrigorous,valid,reliable• Stablewaytocomparetheimportanceofallsatisfactioncriteria

PinpointKeyDrivers

Identifyemployeebehaviorswiththemostimpact• Plus,analyzewhichtransactionbehaviorsareconnectedtooverallsatisfaction

• Customerserviceskills*+

• Professionalism*• Timelymanner*

Definedbythecustomeras:• Greetcustomer*• Actinaprofessionalmanner*• Makecustomerfeelwelcome*

*Indicateskeydriverofcustomersatisfaction+Positivelyinfluencesloyaltyindexscores

KeyDrivers

Employeebehaviorthatinfluencescustomersatisfactionandloyalty

Howyourcustomersdefine“satisfaction”behaviors

EmployeeBehaviors

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10

Whatdowedowiththisdata?

Whatisittellingus?

WhatreportsshouldIlookat?

HowdoIcoachmyteams?

Whatshouldourfocusbe?

CycleofSuccess– OtherCXVendors

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11

CycleofSuccess– OurApproach

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Q&AWrapUp

Typeyourquestioninthequestionspanel

Stephen NikitasSenior Strategy Director, Harland Clarke

John BeriganExecutive Vice President, Customer Service Profiles (CSP)

Presentationmaterialsandvideoreplaywillbeprovidedwithinoneweek.

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www.harlandclarke.com/webcasts

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ThankYou