Camden National named a national ‘leader’ in customer experience
Photo / Tim Greenway
Greg Dufour, president and CEO of the Camden National Bank, which has been named as one of five U.S. banks receiving the 2018 Greenwich CX Leader, a designation based on scores that exceed the industry benchmarks by a specific margin for overall customer satisfaction, likelihood to recommend and likelihood to continue using.
Camden National Bank is one of five U.S. banks named as a 2018 Greenwich CX Leader, a designation based on scores that exceed the industry benchmarks by a specific margin for overall customer satisfaction, likelihood to recommend and likelihood to continue using.
The other banks are: CapStar Bank, First Republic Bank and First Tennessee Bank in the U.S. commercial small business banking category; First Tennessee Bank in commercial middle market banking; and United Bank, which joined Camden National, as the only other leader named in the U.S. retail banking category.
Based in Stamford, Conn., Greenwich Associates said in a news release that it created the new designation to recognize leadership in the increasingly important field of customer experience. Camden National was one of two banks specifically recognized in the U.S. retail banking category by Greenwich Associates, a global provider of market intelligence and advisory services to the financial services industry.
“We are greatly honored to be recognized by Greenwich Associates for excellence in customer experience,” said Greg Dufour, president and CEO of Camden National Bank. “This exciting designation as a 2018 Greenwich CX Leader is a testament to our many employees who, on a daily basis, serve our customers and communities.”
Greenwich Associates conducts interviews and extensive research that provides a foundation of benchmark data on bank customer relationships and which does not exist anywhere else in the industry. Greenwich CX Leaders achieve scores that exceed the industry benchmarks.
“Good customer experience is easy to recognize, but can be difficult to deliver,” Ron Balmer, managing director, customer experience at Greenwich Associates, said in the news release. “These CX Leaders have focused on creating great experiences for their customers and employees by placing their feedback at the center of everything they do.”
“A critical component of our commitment to delivering an exceptional customer experience is the CamdenCircle, our customer centric experience program and ethos, which focuses on listening closely to our customers and employees which provides a continuous source of feedback to shape our business and drive innovation,” said Renee Smyth, Camden National’s executive vice president and chief experience and marketing officer. “We’re incredibly proud to be recognized for delivering an exceptional online and in-person banking experience that our customers and employees have helped us develop and evolve over time.”
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