Resources

Which small business service experiences are table stakes and which are the differentiators that most influence small business banking satisfaction? This presentation will profile the top-10 satisfaction drivers, providing bank leaders deeper perspective on the experiences that generate higher levels of satisfaction, and why small businesses like some banks better than others.

Learning objectives How much of what kind of "ancillary services" should banks be thinking about? Which ones in particular seem to be the right direction? How would you evaluate whether or not they were having the impact that you wanted on acquisition or retention of small business clients?

How trusted advisor status is earned through understanding. For sales professionals, fostering strong relationship with a small business owner begins with a fundamental understanding of their psyche Trust can be gained, but advisory status must be earned.

Business owners say they want more advice from their banks, and bankers want to be trusted advisers. Digital delivery of advice and tools backstops the bankers and enables reliable, consistent advice delivery through a wider footprint.

Sponsored by Uplinq Financial Technologies "Fair lending" has become an important topic—and concern—for financial institutions. The concern isn't just limited to consumer lending, but to small business lending as well.

The number of businesses shifting to an employee ownership model has ballooned in recent years, and experts say that trend is likely to accelerate. That could have important implications for banks aiding that transition and for the future of small business lending.

The head of small business at Truist Bank discusses how regional banks are operating in this market, in conversation with American Banker Editor-in-Chief Chana Schoenberger.