James McKenna

In today’s world, we have at our fingertips a number of sophisticated tools designed to capture “the voice” of our customers — their thoughts, expectations, and preferences. But in my experience, one of the most powerful and meaningful indicators of what North Shore Bank means to our customers is the word on the street.

At a recent dinner party, a guest at the table told me she’d overheard two women chatting at her salon: One said how great North Shore Bank was; the other woman agreed and shared that she banked at North Shore’s Mequon and Grafton/Cedarburg offices, where she receives fantastic service. Hearing about this casual conversation was a great reminder to me that our true brand is what people say about us when we’re not in the room.

Just a few days earlier, I was in a conversation with a landscaper who told me she has banked for years at the Brookfield Square, Pewaukee, and Sussex offices. Though I did not solicit her feedback, she spoke about North Shore Bank’s wonderful services and said she recommended us to everyone.

Satisfied customers who spread word of mouth about North Shore Bank are the most powerful assets we have. I am very proud to know we are living our North Shore values and successfully offering high-touch service to our customers. In today’s increasingly competitive, highly regulated banking environment, our true competitive advantage is our people.

Thank you for all you do to build enduring relationships with loyal customers who appreciate our consistently exceptional services. They are spreading the word.