The Texas Independent Banker - May/June 2017 - 15

Banks Need to Leverage the Good Will They've Been Creating
NEWS

Since the end of the financial crisis in 2009,
financial firms have restored loyalty among
customers and achieved record levels of

DEFINITELY WILL REUSE

J.D. Power Releases Special Report
on Customer Satisfaction
satisfaction. The improvement is visible across
a variety of metrics that track customer loyalty,

46%

49%

47%

45%

41%

bank reputation, and repeat usage.

Chart 1 depicts the percentages of retail

44%

CHART 1

DEFINITELY WILL RECOMMEND

28%

30% 30% 31%

34% 35% 34% 35%

38%

36%

36% 36%

29%

38%
31%

42%

41%
32%

34%

bank, primary investment firm, and primary
mortgage
originator customers
between
2012Practices in Financial Services, retail bank, mortgage and financial services firms
According to the J.D. Power special report
Customer
Views on
Sales
and 2016 who said they "definitely will" reuse
2012 2013 2014 2015 2016
2015 2016
2012 2013 2014 2015 2016
are enjoying a five-year trend of consistently improving customer satisfaction
and loyalty scores. The
findings also showed2012
that2013the2014perception
of
and/or "definitely will" recommend their firm.
Retail Bank
Primary Investment Firm
Primary Mortgage Originator
excessive sales pressure could erode These
customers'
goodwill.
critical measures of loyalty and advocacy
Sources: J.D. Power U.S. Retail Banking Satisfaction Study 2012-2016, J.D. Power U.S. Full Service Investor Satisfaction Study 2012-2016,
2012-2016
and J.D. Power
Primary Mortgage
Satisfaction
have increased
steadily.
The special report is based on in-depth
proprietary
benchmark research,
insights
andOrigination
analyses
ofStudy
more
than 83,000 consumer responses and
interviews. It was developed to identify
how
customers
currently
Chart 2 makes an even more powerful
CHART 2
statement.
Whenfor
we asked
retail bank
view the banking industry and spotlight
areas
improvement
in
How Do Customers Feel
About their Bank?
customers how they felt about their banks in
82%
81%
the overall customer experience.
79%
the immediate aftermath of the Wells Fargo
"In the wake of the Wells Fargo crisis,
financial
firms
of
every
type
scandal, 79% said their bank "acts in my best
have been taking a hard look at their sales
practices
and
controls,
interest";
82% said they
"trust
[their bank]and
to
do the
thing"; and 81%
said their
bankJim
we really wanted to see this issue through
theright
customer's
eyes,"
said
"acts ethically."
Miller, senior director of retail banking services at J.D. Power. "Customers
16%
15%
12%
6%
6%
4%
continue to put faith in their banks. However, it became clear that an
intense sales culture at some banks may indeed be driving short-term
% disagree % Neither % agree % disagree % Neither % agree % disagree % Neither % agree
disagree or
disagree or
disagree or
growth, but it can erode loyalty and lead to a loss of future revenue."
agree
agree
agree
Source: J.D. Power 2016 Retail
Banking Sales Practice Study
Acts in my best interest Trust to do the right thing
Acts ethically
The report is available to download at www.jdpower.com.
SM

SM

SM

SM

© 2017 J.D. Power. All Rights Reserved.

All IBAT and
TBA Members
Released from
ADA Liability
The Independent Bankers Association of
Texas (IBAT) and Texas Bankers Association
(TBA) have reached a settlement with Access
Now, Inc. (Access Now), the disability rights
group that, along with individuals affiliated with it, has delivered demand letters
to many IBAT and TBA members alleging
inadequate website accessibility to visuallyimpaired persons, and has filed two lawsuits
against members asserting claims under the
Americans with Disabilities Act (ADA).
The settlement provides: a) as a reaffirmation of IBAT and TBA and its members'
continuing commitment to accessibility to
visually-impaired persons, the associations
have adopted and recommended to their
members a non-binding Restatement of
Voluntary Access Principles that are acceptable to Access Now, and b) Access Now and
the individuals have released IBAT and TBA
members from all ADA claims related to the
provision of Electronic Banking Services,
which is defined as website accessibility,
online banking, mobile banking, and telephone banking.

3

IBAT Welcomes Kelly George
IBAT welcomes experienced association professional Kelly George, CAE, to
its staff as director of events and professional development.
"Kelly George's association management skills and proven ability to work with online
learning management is an asset to the IBAT team that will benefit all members," said Julie
Courtney, president of the IBAT Education Foundation. "We're thrilled to have her on board
and look forward to our members getting to know her."
George most recently served as director of distance learning for SeminarWeb, a provider of custom online education solutions for associations. Prior to that position, which
she held for six years, she served as a development associate at the McCombs School of
Business at The University of Texas. George earned her Certified Association Executive
(CAE) designation in 2015 from the American Society of Association Executives. She is
married with two young children.

TMBA Honors Outstanding
Member Companies
Two IBAT members are among several companies selected by the Texas Mortgage Bankers
Association (TMBA) to receive its 2016 Pinnacle Award. Black, Mann & Graham, LLP and
Cornerstone Home Lending, Inc. will be honored during TMBA's annual convention in San
Antonio on May 23.
The award recognizes TMBA member companies whose employees have contributed substantially to the association over the past year in leadership, volunteerism, program participation and support.
TMBA is committed to being an informative, quality-focused association of real estate finance
professionals that provides the best educational resources, government advocacy, and industry
interaction. TMBA's purpose is to serve the mutual interests of its members to preserve, enhance,
and advance the mortgage banking and real estate finance business in the State of Texas. ■
May/June 2017

www.ibat.org

15


http://www.jdpower.com http://www.ibat.org

Table of Contents for the Digital Edition of The Texas Independent Banker - May/June 2017

Up Front CHRISTOPHER L. WILLISTON, CAE
General Counsel’s Corner KAREN M. NEELEY
Services Spotlight JOE KIM KING
The Compliance Guy KELLY GOULART, CRCM CAMS CIA
News
Leadership Conference Preview
Gap Management: An Idea Whose Time Has Gone LESTER MURRAY
IBAT 2017 Regional Meeting Tour CHRISTOPHER L. WILLISTON VI, CAE
In an Uncertain World, Look for the Silver Lining MARK ROE
Farewell from Mae Beth
People
Calendars
New Members
Index of Advertisers
Communities
The Texas Independent Banker - May/June 2017 - cover1
The Texas Independent Banker - May/June 2017 - cover2
The Texas Independent Banker - May/June 2017 - 3
The Texas Independent Banker - May/June 2017 - 4
The Texas Independent Banker - May/June 2017 - 5
The Texas Independent Banker - May/June 2017 - Up Front CHRISTOPHER L. WILLISTON, CAE
The Texas Independent Banker - May/June 2017 - 7
The Texas Independent Banker - May/June 2017 - General Counsel’s Corner KAREN M. NEELEY
The Texas Independent Banker - May/June 2017 - 9
The Texas Independent Banker - May/June 2017 - Services Spotlight JOE KIM KING
The Texas Independent Banker - May/June 2017 - 11
The Texas Independent Banker - May/June 2017 - 12
The Texas Independent Banker - May/June 2017 - The Compliance Guy KELLY GOULART, CRCM CAMS CIA
The Texas Independent Banker - May/June 2017 - 14
The Texas Independent Banker - May/June 2017 - News
The Texas Independent Banker - May/June 2017 - Leadership Conference Preview
The Texas Independent Banker - May/June 2017 - 17
The Texas Independent Banker - May/June 2017 - 18
The Texas Independent Banker - May/June 2017 - Gap Management: An Idea Whose Time Has Gone LESTER MURRAY
The Texas Independent Banker - May/June 2017 - 20
The Texas Independent Banker - May/June 2017 - 21
The Texas Independent Banker - May/June 2017 - IBAT 2017 Regional Meeting Tour CHRISTOPHER L. WILLISTON VI, CAE
The Texas Independent Banker - May/June 2017 - 23
The Texas Independent Banker - May/June 2017 - 24
The Texas Independent Banker - May/June 2017 - 25
The Texas Independent Banker - May/June 2017 - In an Uncertain World, Look for the Silver Lining MARK ROE
The Texas Independent Banker - May/June 2017 - 27
The Texas Independent Banker - May/June 2017 - 28
The Texas Independent Banker - May/June 2017 - Farewell from Mae Beth
The Texas Independent Banker - May/June 2017 - People
The Texas Independent Banker - May/June 2017 - 31
The Texas Independent Banker - May/June 2017 - Calendars
The Texas Independent Banker - May/June 2017 - Index of Advertisers
The Texas Independent Banker - May/June 2017 - Communities
The Texas Independent Banker - May/June 2017 - cover3
The Texas Independent Banker - May/June 2017 - cover4
The Texas Independent Banker - May/June 2017 - 37
The Texas Independent Banker - May/June 2017 - 38
The Texas Independent Banker - May/June 2017 - 39
The Texas Independent Banker - May/June 2017 - 40
The Texas Independent Banker - May/June 2017 - 41
The Texas Independent Banker - May/June 2017 - 42
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