195) #ClarityCalls - Chasing the Ultimate Customer Experience

Great institutions are constantly chasing the ultimate customer service experience.

Once they’ve reached a threshold of excellence, how do they retain it?

That’s one of the great questions that Todd Treadway, Digital Channels Director and Senior Vice President at Provident Bank, had for me in this episode.

Todd and I had a wonderful conversation when we met at the Total Expert event Accelerate in Arizona last fall.

We took this opportunity to continue the dialogue and catch up on his experience with his firm’s digital growth journey.

Join us as we also discuss:

• The evolution of personalization in customer service [8:00]
• Defining the customer service experience [11:15]
• The importance of building trust in approaching referrals [19:30]  

Check out these resources we mentioned during the podcast:

• Email Todd at todd.treadway@provident.bank
• Todd Treadway
• Text questions to James Robert Lay at 415-579-3004  

You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

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