Video: AB+F Retail Banking Forum Presentation

Posted by Shehan Wijetilaka

Watch Bruce Wedderburn's presentation on "Winning the trust and generating advocacy from retail banking customers" from the AB+F Retail Banking Forum.

This presentation covers:

• Back to basics: Your customers, the buying cycle and changing the quality of the conversation
• Why no selling is better than bad selling
• The science of trust and customer advocacy

Learn how to create value for your customers, download our FREE Whitepaper here:
blog.huthwaite.com.au/creating-value-for-customers/

Part 1/3: Bruce talks about types of messages are banking customers hearing from the big four and how it is effecting their customer base. This is reinforced by some interesting statics from media agency spend (data supplied by SMI Media Index). He also covers how this is effecting their Net Promoter scores.

Part 2/3: It's all about the conversation. Bruce talks about the quality of conversations he had with bank representatives while visiting branches in Sydney. And how the level of concern from representatives is vital for improving customer relationships.

Part 3/3: How can we get banking customers to reach conclusions about their needs. Banking customers value what they ask for VS being directly offered a product. Developing needs is the key to success.

Learn how to create value for your customers, download our FREE Whitepaper here:

blog.huthwaite.com.au/creating-value-for-customers/