Mark Macomber, president & ceo of Litchfield Bancorp - Every Customer Counts
Litchfield Bancorp proudly unveiled Great Moments in Banking at a bank-sponsored event for staff, board members, and advisors held at the Litchfield Country Club. The new campaign, featuring actual real-banking moments, highlights Litchfield Bancorp’s commitment to customer service, and their promise to customers to provide what they need, when they need it.
The event celebrated the culmination of almost two years of planning, beginning in 2008 with a process to discover exactly how customers felt about their bank. Market research confirmed that the bank’s level of service was seen by existing customers to be consistently above the ordinary. With an excellent reputation in the eyes of its customers, Litchfield Bancorp decided to campaign on that strength.
“We’ve always been committed to being a bank where every customer feels valued.” said Mark E. Macomber, president of Litchfield Bancorp. “The research only confirmed what we suspected, and we’re confident enough to make exceptional customer service a promise to our customers.” Employees at the bank are not only committed to delivering a high level of customer attention and satisfaction but their enthusiasm for service is featured on two new videos on the bank’s website.
At the event, the bank introduced its new tag line: Every Customer Counts. Don Mayland, Chairman of the Board, told the crowd how, despite the long planning, the timing for this launch was very fortuitous. The recent scrutiny on large banks, in light of the unprecedented banking disaster, inadvertently cast an undeserved shadow on smaller, well-liked community banks.
Lisa Partrick of Torrington, one of the employees featured in the videos, said: “Our customers coach our kids, plow our roads, take care of us when we’re sick. We’re not just waiting on customers; we provide banking to our friends and family.”
“Promising customers a superior customer service experience is not something we take lightly,” said Paul McLaughlin, who is in charge of Retail Banking. Are we perfect? No. But will we try to make every customer contact a good one? You bet.”
The bank has instituted an internal review process to ensure that customers’ needs are always top priority, and that processes are improved whenever possible to make the customer experience even better. They are also encouraging use of a new customer feedback survey, located on their new website - www.Litchfield Bancorp.com
Photo:
http://www.prlog.org/
