November 15, 2017 at the VERVE Crowne Plaza, Natick, MA, 9:00-10:00am, Gemini I
Refining the Customer Experience: The Importance of Marketing Beyond Customer Engagement
The customer experience is so much more than selling; it’s about feeling heard, getting answers to questions, having problems fixed, and feeling a connection to your brand. Marketing and customer service groups need to be thinking in terms of customer engagement.
Because our customers live in a 24/7 world they expect their suppliers to anticipate and meet their needs in real time, e.g. Amazon. For marketing professionals, this means that the separation between customer service and marketing is getting smaller and smaller.
Customer engagement is about encouraging your customers to interact and share in the experiences you create for them as their financial institution. With a well-executed customer engagement strategy you will nurture brand loyalty and customer growth.
The end game is creating value by focusing on customer engagement and not cross-selling. You must give people something meaningful - beyond a sales pitch. A well-developed, all-inclusive customer experience that includes great content, or interactive, real-time customer support.
October 3, 2017
Ray Graber webinar on credit card surcharging and the stipulations for compliance for Compliance Online
Surcharging had been historically prohibited in the U.S. per the networks' merchant rules, as well as prohibited by law in 10 states. Any state laws will continue to "trump" networks' merchant rules. The recent changes in surcharging law could not only affect your merchant processing transactions but also your credit card usage. The worst thing end-user organizations can do is to have an uninformed reaction to surcharging.
October 11, 2017
Ray Graber webinar on Accounts Payable Fraud Mitigation Compliance Trainings
This webinar will discuss several key areas to investigate, how to uncover fraud, and put a plan in place to prevent it going forward. We will cover duplicate payments where a simple quarterly scan can uncover potential issues. By identifying some strategic areas to review, you can educate your staff on what to look for and modify some applications, either internal or vendor developed, to identify potential hazards. With these two steps alone, you may be able to pinpoint leakages that otherwise may go unnoticed.
September 14, 2017
Surcharging had been historically prohibited in the U.S. per the networks' merchant rules, as well as prohibited by law in 10 states. Any state laws will continue to "trump" networks' merchant rules. The recent changes in surcharging law could not only affect your merchant processing transactions but also your credit card usage.
The worst thing end-user organizations can do is to have an uninformed reaction to surcharging. It's important to first look at the big picture. End-users should also educate suppliers about the economics of card acceptance, pointing out the savings possible and other benefits.
A CTP Approved Webinar
GTreasury and Graber Associates present a CTP approved webinar reviewing "How to Create a Defense Against ACH and Wire Fraud." This webinar will help provide organizations with best practices on how to assess the various risks, and how to build a defense to become proactive with preventing attacks versus reactive. Attendees will walk away with the building blocks they need to help prevent their organization from being prone to ACH and Wire Fraud.
Approved for up to 1.2 CTP/CCM recertification credits by the Association for Financial Professionals.
Answer: Two things.
1)The Number 15
2) They're all among the best practitioners in their respective spheres of professional endeavor: Greer in the National Basketball Association; Munson in Major League Baseball; Starr in the National Football League; Schmidt in the National Hockey League; and Graber Associates in Public Relations, Marketing, and Research.
Okay, we exaggerate. Just kidding. We've never made the All-Stars or the Hall of Fame in our field. But that's fine by us. We don't seek accolades. If you ask us for our autograph, you'll get it free of charge.
But we are proud, and we think justifiably so, of our longevity as a boutique professional services firm. Today marks a decade and a half of service to our clients. And maybe we're not Hall of Famers, but we love what we do and we think we're pretty good at it.
In our 15 years, we've shaped strategies and executed the tactics that have helped our clients grow and prosper. Their success - assisted by our public relations, marketing, and research services - has been our success.
Our historical roster of clients is both an All-American one and an international one. We've worked with firms from California, Florida, Georgia, Illinois, Indiana, Maryland, Massachusetts, Michigan, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Rhode Island, Texas, Virginia, Washington D.C., Washington State, Amsterdam, London, Paris, Brussels, Dublin, Sydney, and Toronto.
Once again, as we do every year, we thank you for your support and confidence. We'd love to invite everyone to an end-of-summer bash, but just imagine the logistics. We hope to be working with you in the future. But above all, we look forward to maintaining our friendship.
All the best,
Ray Graber and team