1. Want the slides? info.peoplemetrics.com/think By Kate Feather

2. August Wilhelm Von Hoffman (1838-1907) Royal College of Chemistry in London

3. Lets cure malaria!

4. Dont we all take work home?

5. Chemical mauveine

6. Look familiar?

7. How about this?

8. Yards and yards of purple fabric goes on top

9. For Perkin, this stuff

10. became this stuff.

11. Honestly, why is purple mucus important to my credit union?

12. Source: We Have Entered The Age of the Customer, Forrester

13. Source: We Have Entered The Age of the Customer, Forrester

14. Experiences are a distinct economic offering as distinct from services as services are from goods. Experiences are memorable events that engage each customer in an inherently personal way and thereby create a memory as the hallmark of that experience. -Joseph Pine II

15. The best strive towards the day they leave behind the safety net

16. Business-to-Consumer Auto Parts and Service (Retail) Cable and Satellite TV Insurance (Auto & Home and Health Insurance) Internet TV Restaurants Retail Banking Wireless Business-to-Business Accounting and Tax Telecommunications Office and Business Supply Services

17. In the last 12 months, in your opinion, what has happened to the state of your credit unions customer experience? It has gotten worse It has remained unchanged We have made marginal improvements in customer experience We have made great strides in improving our customer experience I dont know A b c d e

18. of executives said the customer experience delivered by their bank/credit union has improved in the past 12 months Source: PeopleMetrics Most Engaging Customer Experiences Study

19. of customers said the customer experience delivered by their bank/credit union has improved in the past 12 months Source: PeopleMetrics Most Engaging Customer Experiences Study

20. CUSTOMERS ranked ONLINE AND MOBILE TECHNOLOGY among their top three priorities for improvement from their bank

21. FUTURE IMPROVEMENT PRIORITIES Ranked Importance CUSTOMER PRIORITIES EXECUTIVE PRIORITIES PRODUCTS ACTING ON FEEDBACK/ IMPROVE SERVICE FIND AND KEEP TALENTED EMPLOYEES CUSTOMER-FACING TECHNOLOGY (MOBILE, DIGITAL) PUT CUSTOMER FIRST VoC/ ASKING FOR FEEDBACK INTERNAL TECHNOLOGY/ CUSTOMER-FACING PROCESSES PHYSICAL BRANCHES 4 1 FALSE

22. FUTURE IMPROVEMENT PRIORITIES Ranked Importance CUSTOMER PRIORITIES EXECUTIVE PRIORITIES PRODUCTS ACTING ON FEEDBACK/ IMPROVE SERVICE FIND AND KEEP TALENTED EMPLOYEES CUSTOMER-FACING TECHNOLOGY (MOBILE, DIGITAL) PUT CUSTOMER FIRST VoC/ ASKING FOR FEEDBACK INTERNAL TECHNOLOGY/ CUSTOMER-FACING PROCESSES PHYSICAL BRANCHES 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8

23. 71% 60% 63% 69% 29% 21% 29% 42% Take individual action on customer feedback Disciplined decision making around the customer Common understanding of Cx Established goals for improvement Growth Banks Non-Growth Banks 33 pts 42 pts 40 pts 27 pts

24. 71% 60% 63% 69% 29% 21% 29% 42% Take individual action on customer feedback Disciplined decision making around the customer Common understanding of Cx Established goals for improvement Growth Banks Non-Growth Banks 33 pts 42 pts 40 pts 27 pts Focus on these two

25. Three Steps to Business Growth

26. CUSTOMER UNDERSTANDING REPAIR INNOVATE

27. CUSTOMER UNDERSTANDING REPAIR INNOVATE

28. Rackers love technology almost as much as they love their customers.

29. Fanatical SupportTM fuels growth $531.9 $629.0 $780.6 $1025.1 $1309.2 $1500.0 2008 2009 2010 2011 2012 2013 Net Revenue (in millions) 47% 18% 24% 31% 28% 15%Yearly growth %

30. CUSTOMER UNDERSTANDING REPAIR INNOVATE

31. Source: Forrester Customer Experience Index Enjoyable Easy Meets Needs T R U S T

32. In an increasingly price competitive world, differentiating on the client experience was Signatures last line of defense

33. In 2006, we identified ACCOUNTABILITY as key to their success

34. Daily shift briefings Daily shift meetings

35. CUSTOMER UNDERSTANDING REPAIR INNOVATE

36. 25ptlift in engagement 16,000 fewer problems 30% increase in revenue 24% increase in worldwide locations

37. CUSTOMER UNDERSTANDING REPAIR INNOVATE

38. 9 national bank Net Promoter Score 46 community bank Net Promoter Score

39. 54% of national banking customers LOVE their institution 76% of community bank customers LOVE their institution

40. 27% of national banking customers report a neutral or negative emotional memory 13% of community bank customers report a neutral or negative emotional memory

41. Enjoyable Easy Meets Needs 83% 89% 84% 90% 63% 78% NATIONAL COMMUNITY 15 pts 6 pts 6 pts T R U S T Source: Forrester Customer Experience Index

42. Enjoyable Easy Meets Needs 83% 89% 84% 90% 63% 78% NATIONAL COMMUNITY 15 pts 6 pts 6 pts T R U S T You already have this Source: Forrester Customer Experience Index

43. -Marie Curie Nothing in life is to be feared. It is only to be understood.

44. Kate Feather, EVP kate.feather@peoplemetrics.com Tel: +1 215.979.8037 @PeopleMetrics Want the slides? info.peoplemetrics.com/think