Western Independent Bankers and BDO Advance Customer Experience
Innovation in Banking through Annual Awards
WIB’s “Innovative Community Banks of the Year” awards strive to identify and honor western
regional banks committed to design, technology, and customer experience innovation. Joining the
Awards Committee to help achieve this goal is Michael Hinshaw, a leading business strategist and
best-selling author in the areas of innovation and customer experience.
San Francisco, CA, January 26, 2013 --(PR.com)-- Following a year when only one large bank increased
its score in the American Customer Satisfaction Index, it's especially important to recognize the level of
innovation and customer service among local banks.
To that end, Western Independent Bankers' “Innovative Community Banks of the Year” awards aim to
raise awareness of innovative customer experience, product, and service initiatives at banks in their
The awards, which will be given out March 24th at WIB's Annual Conference for Bank Presidents,
Senior Officers & Directors, honor community banks for innovation in areas such as customer service,
new products, communications, technology, community service, recapitalization, efficiency, delivery, and
branch design. Nominations can be submitted online by bankers and vendors until January 28th, 2013 by
“This is a great chance to shine a bright light on innovation in bank customer experience and beyond,”
said Michael Hinshaw, Managing Director of MCorp Consulting, President of Touchpoint Metrics, and
member of the WIB Awards Committee. “Community banks have a real opportunity to leverage the
customer revolution that's underway, because it gives them a major competitive advantage over
slower-moving, large banks."
As smaller organizations with less bureaucracy and the ability move more quickly, community banks can
be customer-centric enough to better satisfy the needs of today's customers. The democratization of
technology also allows smaller banks to offer highly competitive web and mobile products.
“Smart, digitally connected customers are disrupting big businesses and big banks left and right,” says
Hinshaw, also co-author of the best-selling book Smart Customers, Stupid Companies. “They expect to
be understood and respected on a personal level that giant organizations struggle to achieve. This is a
huge opportunity that smaller community banks have a unique ability to seize—and innovation is
About Western Independent Bankers: Established in 1937, Western Independent Bankers (WIB) is the
premier networking and educational organization for community banks in the West, connecting leaders
from a wide geographical area to engage in focused exchanges of experiences that typically don't take
place elsewhere. WIB informs, educates and connects community banks with the resources and services
to achieve the highest standards of personal and organizational performance. WIB has 200 bank members
and 187 community bank service providers. For more information go to www.wib.org.
About Touchpoint Metrics: An early leader in measuring customer satisfaction and experience,
Touchpoint Metrics develops cloud-based customer experience management software for companies
around the world. As inventors of Touchpoint Mapping®, our proven customer experience analytics
platform delivers actionable, voice-of-the-customer driven insights that boost acquisition, build customer
loyalty, and focus resources to drive value. www.touchpointmetrics.com
Contact via Email
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