Employees Key To Loyal Customers

Printer-friendly VersionHeather Vaughan, Experience Director for the Deluxe Corporation, speaks at this year’s Leadership Conference Pre-Conference Workshop about engaged, loyal employees and how they can create engaged, loyal customers for your bank.  Her discussion focuses on solutions to the problems created by today’s internet banking customers who rarely visit the bank or branch except when they have a problem.  The presentation will be on Thursday afternoon at 1pm, before the opening General Session.

In today’s internet economy, customers rely more and more on online banking and less on visits to the bank.  When they do visit the branch or pick up the phone, it’s usually because they have a problem.  Through slides, video and stories, Heather will teach us how focusing on employees’ needs  will create an engaging customer interaction that not only retains customers, but results in more loyal customers for your bank.

As Experience Director for Deluxe Corporation, Heather is responsible for overseeing the strategy and direction of the Deluxe Knowledge Exchange.  She works closely with financial institution executives, and also oversees a team responsible for the development and implementation of the Knowledge Exchange web seminars, the Knowledge Quarterly publication, and other workshops.

Heather joined Deluxe as a program manager for their small business solution, the Deluxe Business Referral Program.  In 2005, she directed the development of a new program targeted at small businesses called the Deluxe Business Advantage.

Prior to joining Deluxe, she worked for 16 years in banking, including retail management, product development and management, and bank marketing.  Heather received both her master’s degree in business administration and bachelor’s of science degree in marketing management from the University of Minnesota Carlson of Management in Minneapolis.