TURNING INDIFFERENT CUSTOMERS INTO LOYAL FANS

INCREASE REFERRALS

IMPROVE RETENTION

INCREASE WALLET SHARE

LOWER COST

TO SERVE

Empowering you to get results

 Experience Maturity Assessment™

Take the FREE assessment your organization's customer & employee experience maturity.

Share the amazing things customers are saying about your business. Double click, or click Edit Text to make it yours.

Free Resources

Check out the variety of free resources to help you make an immediate impact.

Share the amazing things customers are saying about your business. Double click, or click Edit Text to make it yours.

Workshops

Highly interactive, customized programs to empower your team.

As a financial services provider, your referred customers and are dramatically more valuable than "purchased" customers. They have a higher volume of purchases, a higher frequency of purchases, a broader array of services consumed, and a significantly better customer retention.   And they cost less to serve.

But how do you earn customer referrals?

Earned customers don't just come by accident.  They result from a commitment to embed customer experience into an organization's culture. I empower you to do just that through a proven 5-Step method, walking-side-by-side with leaders to treat customers so they keep coming back and bring their friends.

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I've walked the walk"

As a result, I can accelerate the path to getting you results.

You can tap into years of experience from someone who has led a multiple award-winning CX practice from launch to maturity in the largest Capitol Region based bank.  I have walked the walk through the full spectrum of a CX discipline so you can get help from whereever you are today. 

 

 

"Mark expertly led a transformation in Sandy Spring's Wealth Management division.  We had a tradition of excellent financial performance, yet, too often, operated out of silos...which limited us.  We often performed heroics which would eventually hinder our ability to scale.  Mark's deep experience in CX and his collaborative approach helped enlist the entire team for a whole new way of thinking and serving.  We could immediately feel the impact to our team members and to our clients."

                                                   Mark Grunder    Market Executive,  F.N.B. Corporation

PLACES MARK HAS SHARED HIS EXPERTISE...

SELECTED ACCOLADES & ACHIEVEMENTS

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Board of Directors (current)
Chair, Higher Education Subcommittee
Speaker and Panelist

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Certified Customer Experience Professional, CCXP

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Adjunct Professor
Customer Experience Management
MBA Program

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Speaker
Michigan State University
CXM360

First 2X Winner
Award for Cultural Transformation

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Host - 22' CXTrendTalks
USA CX Awards