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What's it really like to do business with your bank? Through extensive secret shopping across the full spectrum of banking products from mortgage origination to account opening to personal loans, secret shoppers have uncovered a troubling pattern of feeling processed, not partnered with. Drawing on insights from Will Guidara's book Unreasonable Hospitality and real-world secret shopping data, this session exposes the friction points that make banking forgettable for all the wrong reasons and reveals how leading institutions are creating unforgettable experiences that turn one-time customers into loyal advocates. Whether you work in retail banking, financial marketing, or branch operations, you'll leave with a clear framework for transforming transactional interactions into relationship-building opportunities. Because after all — if your customers are human, why wouldn’t hospitality be at the forefront of your business?
Host: Mark McGuinn, Deluxe
Speakers: Garth Graham & Brett McCracken, STRATMOR Group