Why do small businesses accept a loan, line of credit, or even credit card, and then never actually use it? This session will explore the potential disconnects that exist between targeting and messaging small businesses and their actual needs, the challenges and delays of the application process, and opportunities to improve the activation process.

Learn how to deliver an exceptional customer experience through intuitive digital banking products and a mobile platform that are tailored to small business banking needs What You'll Takeaway Embody a client-centric approach: Delivering an exceptional, personalized experience is integral to serving small business clients, as each has their own unique banking needs.

Learn tactics needed in a virtual world to achieve sales growth, NPS targets, and the coveted 'trusted advisor' status. Client loyalty and profitability rise with frequent personal contact from assigned account officers who understand clients' industries and cash flows, but… the in-person model can be inefficient and expensive.

The conversation has shifted from a one-way monologue to a two-way dialogue. Small businesses are hungry for companies and people who care, who take the time to truly understand, and who address their most pressing financial and operating challenges.

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.