Customer Attrition in Retail Banking

When: August 21, 2003 at 2:30 Eastern Time for about 1 hour  Register

Speaker: Gwenn Bezard Research Analyst Celent Communications Session Description: Over the past two years, half of top US and Canadian banks have seen their defection rates decrease by an average of 10%, while defection rates have remained the same for 40%. Only 10% have experienced increased attrition. The best organizations in the US and Canada have achieved a 12% customer defection rate.  This achievement is the result of banks’ deployment of various tactics, such as providing free checking accounts, promoting online banking and bill payment, and improving customer service. This presentation, based on a Celent Communications research study of 30 international banks reveals which tactics were successful at reducing attrition and to what extent. This program is appropriate for senior financial executives with responsibility for Consumer Banking Risk, Retail Marketing, Risk & Credit Operations, Card Products, Loss Mitigation, Market Research and Strategy Teams. Attendance Fee: $275 plus $50 per telephone line used

About Gwenn Bezard:

Gwenn Bézard is a senior analyst within Celent Communications retail banking group in the firm’s New York office.  Mr. Bézard's areas of research and consulting are focused on retail bank­ing, with a particular emphasis on the evolution of payment systems. Before joining Celent, Mr. Bézard was the Chief Net Economist at BNP Paribas, the largest French bank, where he lead the research team of L'Atelier, the bank's technology and Internet intelligence division. Previously, Mr. Bézard was an analyst at Plénitudes, a management consulting firm specializing in change management and innovation incubation for leading French companies.