Tuesday, October 24, 2023, 12:00pm - 01:00pm
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Experience Matters!
Are you leaving a "lasting impression" with your clients?
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“Building a good customer experience does not happen by accident. It happens by design.” ~ Clare Muscutt
The short answer to the question above is yes. The real question is what type of lasting impression are you leaving? During this session we will discuss the importance of intentionally designing the customer experience you expect, and your clients deserve.
Join us for the next Texas Security Bank Business Speaker Series, building better businesses through business owner education. Our guest speaker and TSB Academy Instructor is Shon Cass, EVP/Chief Experience Officer at Texas Security Bank.
Shon will discuss:
- Why designing a great customer experience is so important.
- How employee “engagement” impacts customer experience.
- Customer Service vs. Customer Experience
- The role Mission, Vision, and Values play in designing a great customer experience.
- How to grow loyal customers not just satisfied ones.
- How to measure your success.
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Webinar Presentation
Tuesday, October 24th, 2023
12:00 p.m. – 1:00 p.m.
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Guest Speaker:
Shon Cass
Shon is currently serving as the Chief Experience Officer along with managing the Integrated Sales, Support and Operations team. This team consist of Treasury Management Sales, Treasury Management Support, Digital Banking Operations, Customer Service, Deposit Operations and Payment Processing.
Shon grew up in a very entrepreneurial family learning how to serve clients in a family grocery business and his brothers retail jewelry store. From there he moved on to the competitive world of insurance and securities eventually turning to banking.
During his 25+ years in banking, Shon has continued to perfect his sills in the areas of people management, client management, and process management. Today, Shon manages a unified team that provides service and support to the entire TSB network of clients and bankers.
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