Since 1910 our purpose has been to build long-lasting relationships where we can address specific financial needs on a personalized basis. As a community bank dedicated to putting people first, it was no surprise to us when the 2018 FIS Performance Against Customer Expectations (PACE) study was released it showed bank consumer’s favorability heavily skewed toward smaller community banks and credit unions. Gwyn Runnels, Senior Vice President/ Banking Relationship Manager, weighs in on why a consumer would prefer a smaller community bank to a ‘mega-bank’.
As someone who has been with the Bank for nearly 20 years, Gwyn has seen at length the Bank’s efforts to provide the best possible customer experience. “Having easy access to account officers and people at the branches is what sets us apart from the larger banks. The service customers receive here is second to none,” Gwyn said.
It is not uncommon for the Bank to engage customers to ensure they feel supported and valued. A few examples of this include hiring an FBI agent to share with customers how to keep their information safe from cyber criminals, holding economic forecasts for Investment Advisory clients, and bringing together clients to mix and mingle at evening receptions. It’s all about deepening our relationships with our clients. We want to be our clients’ bank for generations to come. The Bank is always thinking of ways to improve customer satisfaction and provide a more personalized experience.
Gwyn also said that at First Northern there are many layers to problem solving, “you will never just hear ‘no’. We always seek ways to solve any problem our customer may be facing. Should we not find a workable solution, we make sure to explain our reasoning in a way that resonates with the customer then offer alternatives and options for the customer to consider.” Whether it is customer engagement or problem solving, Gwyn said that the Bank always goes the extra mile to ensure customers feel valued.