Because the small business segment is getting heightened attention, it's critical to define the value small business brings to the bank and the best way to meet and service small business needs. Citizens re-branded their small business franchise as part of an overall re-branding this spring, with a differentiated sales experience resulting from a strong ongoing partnership with the segment's branch colleagues. Citizens will share insights around working through the key issues involved with developing and implementing a powerful small business value proposition through a quality branch customer experience::

- Small business strategic and financial role within retail

- Leveraging retail and commercial value propositions for small business

- Consumer segment and branch channel partnerships

- Consistently delivering a differentiated small business branch experience

Segmenting customers and prospects is critical to increase branch sales productivity, especially in the current economic environment. Both banks aggressively leverage their branch networks: TD targeting a mass-market customer throughout their 1,100+ store footprint, while HSBC targets a more affluent business + owner household in 450+ branches in selective US markets. The speakers will share differing perspectives on their branch sales segmentation and targeting approaches, including way to:

- Identify the best branch sales targets: customers vs. prospects and business vs. business + owners

- Dimension available branch sales growth 'headroom'

- Segment and sub-segment the branch sales opportunity: sales size, credit size, industry, sex/ethnicity, start-up, etc.

Regions has achieved a level of success by working the branch sales issue for years. Learn what has worked and not worked across the full range of branch small business implementation issues, to adapt their lessons learned to your bank, including: - Sales roles: who does what (incl. specialists) and reactive/proactive sales - Sales coverage: allocating the right number of sales roles in each market - Alignment: aligning sales goals and incentives - Integrating small business into branch sales practices and sales management

Over 10 years ago, Wells Fargo successfully launched Wells Fargo Business Online Banking. As technology reshapes how small businesses manage their business and interact with their customers, value-add services and experiences offered Online may introduce new revenue streams. In this session, Richard Weeks will share his learning and insight from 10-years in the Small Business Online environment to discuss:

-The growth and importance of Small Business Online Banking

-Establishing the right Small Business Online foundation: Customer Insight + Architecture + Experience + Continuum

-The potential of Mobile for Small Businesses

-The Small Business Online Crystal Ball