Events

This session is directed to middle and senior managers and focuses on the importance of leading a culture that intentionally manages the desired customer experience. Customer interactions previously limited to managing quality interactions on the telephone or at a branch are expanding to include all transactions, touch points, communications, and technologies that deliver service and information to customers. Organizations that excel at managing the entire customer journey will successfully capture more relationships with targeted generations and market segments. Learn how to take a strategic approach to delivering your desired customer experience.

Target Audience: Senior and middle managers, branch managers, supervisors

Presenter: Tom Hershberger & Kyle Hershberger, Cross Financial

Registration Option: Live presentation $330

Recording available through January 19, 2023

A review of the fundamental skills needed to begin to undertake credit analysis, loan structuring and monitoring for agricultural customers. The course also provides guidance on dealing with problem loans. This course was developed in conjunction with the Schools of Banking, Inc., a jointly-owned subsidiary of the Kansas and Nebraska Bankers Associations.

There is no separate textbook for this course. All reading materials are posted online in the Learning Community of your course.

Building Customer Relationships guides students through the strategies for earning customer loyalty, value-added sales and marketing, and creating and maintaining strong bank customer and partner relationships. It builds the critical relationship management skills so essential to successful banking careers.

Audience: Anyone who needs an introduction to banking, whether just starting a career or a more experienced professional from a different industry.

Price: $215

Building Customer Relationships guides students through the strategies for earning customer loyalty, value-added sales and marketing, and creating and maintaining strong bank customer and partner relationships. It builds the critical relationship management skills so essential to successful banking careers.

Audience: Anyone who needs an introduction to banking, whether just starting a career or a more experienced professional from a different industry.

Price: $215

Building Customer Relationships guides students through the strategies for earning customer loyalty, value-added sales and marketing, and creating and maintaining strong bank customer and partner relationships. It builds the critical relationship management skills so essential to successful banking careers.

Audience: Anyone who needs an introduction to banking, whether just starting a career or a more experienced professional from a different industry.

Price: $215

Most customers prefer single service providers for all their important needs and challenges. However when it comes to their finance needs, very few banks are effective at presenting themselves as a single service provider and struggle to coordinate wholistic solutions. Banks ideally would like to be a “one stop shop” for their customers but fail to properly engage their staff and their customers. The easiest way to grow your bank is by offering more valuable solutions to your existing customers and improving collaboration between departments.

At the conclusion of this session participants will understand how to explore their customers broader needs, offer more valuable solutions, and create highly effective market teams across the bank.

Target Audience: All employee involved in the customer service areas of the bank

Presenter
Joe Micallef, Grow Up Sales Consulting

Registration Option
Live presentation $330

Recording available through July 18, 2022

This session will provide you with a step-by-step approach for defining, developing, and delivering a superior customer experience. It identifies the key challenges to delivering a superior customer experience. It focuses on how to define the superior customer experience your financial institution wants to deliver and how to measure if you are consistently delivering it to your marketplace. It also describes how to use a Customer Experience Steering Committee to oversee the implementation of this strategy.

After the foundational elements are covered, the session focuses on mapping the customer experience in key delivery channels, such as the branch, face-to-face, online, etc. The session then brings together the mapping process with customer journey mapping that factors in key aspects of the overall customer experience. This process leads to the identification of key issues where improvement is needed in each dimension of the customer journey. The customer journey mapping information can also be used to develop tactics for your marketing plans.

Topics will include:

  • How to use a step-by-step process to define, develop, and deliver a highly differentiated, consistent customer experience
  • How to set up a Customer Experience Steering committee and who should be on it
  • How to define the superior customer experience that your organization wants to deliver (from the customer’s perspective)
  • Identify ways to measure whether your organization is consistently delivering the superior customer experience that is envisioned
  • Identify the infrastructure needed to support and deliver a superior customer experience
  • How to map the customer experience in different delivery channels
  • How to use a delivery channel assessment tool to identify where improvement is needed
  • How to map the overall customer journey
  • How to use the information gathered from customer journey mapping when developing a marketing plan

Target audience: Any employee of the bank who is involved in or responsible for developing, implementing, or delivering your bank’s customer experience approach.

Presenter
Lance Kessler, Lance Kessler & Associates

Registration Option
Live presentation $330

Recording available through June 17, 2022

Customer experience. Fan experience. Employee experience. Everywhere you turn there is an emphasis on the “experience.” The employee experience is more important today than it was yesterday, and it will be more important tomorrow than it is today. In this session, a discussion with like-minded professionals will explore how we can structure growth, development, opportunities, and work environment for employees in order to attract, motivate and retain them in this ongoing competitive talent landscape. We will touch on the impact COVID has had on our banks and how it is impacting our structure, culture, performance management processes, compensation, and related topics.

Target Audience: Human resource officers, supervisors, CEOs

Presenter
Julia Johnson, Wipfli LLP

Registration Option
Live presentation $275

Recording available through May 22, 2022

We know that customer service and sales representatives are responsible for building relationships with customers. But, let’s not stop there. When an entire organization benefits from relationship development, we need to find effective ways to engage the entire organization in relationship development. Everyone plays an important role in that process, so take the time to discover and identify how each job position at your bank will contribute to successful relationship development. This session examines how banks can direct their culture and business practices directly at customers and their long-term loyalty. It’s no longer acceptable to only take ownership of your daily tasks. Every employee must take ownership in the customers’ relationship tenure and satisfaction.

Target Audience:  Everyone on the bank’s team

Presenter
Tom Hershberger & Kyle Hershberger, Cross Financial Group

Registration Option
Live presentation $330

Recording available through May 9, 2022

September 26-30, 2022
Fluno Center for Executive Education
Madison, Wisconsin
Enrollment Deadline: August 26

Bank marketing has undergone radical changes in the past several decades and the financial services sales process has experienced a similar transformation. Both have been influenced by one thing more than any other—the customer’s behavior. Because the customer is more knowledgeable, has more tools at their disposal and is in greater control, marketing and sales must collaborate more effectively than ever before if the bank expects to sustain long term growth and profitability.

There are schools and conferences focused on marketing. Others target sales. GSB’s innovative School of Sales and Marketing integrates these two vital disciplines into one practical, dynamic week. Designed by bankers and those with in depth knowledge of our industry, this program pinpoints key marketing and sales activities from the customer experience and branding to prospecting, sales management and the ROI of marketing and sales action plans.

Students experience a blend of lecture, small group discussions and breakout sessions. The Sales and Marketing School also accomplishes what no others can. Marketing associates leave with a Marketing Planning Template for the coming year. Sales colleagues create an individualized Sales Plan that combines high level strategies and key tactics to generate record results. These plans are created with the help of faculty mentors who work in the evening with small groups of students to integrate what has been learned that day. This learning to life approach burns in knowledge and helps the student retain competencies for the long haul.

The faculty is comprised of best in class bankers and consultants – experts who bring time tested ideas to the table implemented by community banks, regional players and money center organizations. Networking with other bankers from around the world creates a lifetime of new relationships and the information exchanged from both faculty and students is second to none.

WHO SHOULD ATTEND

Veteran marketing/sales officers as well as those newly promoted or new to banking will benefit from this powerful program. Community bank CEOs, regional sales managers, retail managers and business banking professionals also gain a better understanding of the marketing and sales synergies needed to be competitive in 2020 and beyond. Read a letter from Aleesha Webb of Village Bank in Minnesota about why she believes CEOs should attend with their marketing teams.

Click More Information for the full school details on gsb.org.