CUSTOMER FEEDBACK

Our people are our strength, survey shows

Results of the latest North Shore Bank Relationship Survey are out, and, as usual, our customers had a lot of great things to say! Several key metrics improved in the annual customer survey, including net promoter scores, the likelihood that customers will maintain their relationship with us and turn to us for their next financial product, and overall service satisfaction. 

Customers credited our team for being responsive, focused on helping and providing proactive and educational support. They also noted that bank staff members are trustworthy and reliable and provide strong customer support. They said the bank has technology solutions that work for them and effectively uses financial tools.

“We had some really good results,” Sue Doyle, SVP of Retail Banking, said. “Our customers think our people are outstanding.”

However, Sue said there’s always room to improve. The survey revealed that customers feel the bank could do more to provide personalized solutions. Even when problems were ultimately resolved, some customers noted that they thought the bank could do better. As a result, this will be an area of focus moving forward.

“The takeaway is that we should be doing more in offering personalized solutions for customers, whether it be problem resolution or just working with them in general,” Sue said. “Personal solutions are the biggest driver for customers to feel even better about the bank. They were highly important to them. We should continue to focus on this area, and it will help us move the needle beyond where it is today.” 

To see a summary of the survey results and read more about the focus on opportunities to grow and improve, click here. 

 

AROUND THE BANK

Bank now features 34 locations with video-teller services

This summer, North Shore Bank continued its dedication to customer convenience by adding five more video-teller locations. The bank now has 62 video teller machines across 34 locations from McHenry to Sister Bay. Over the summer, video tellers were added at three branches in Allouez, McHenry and Southwest, as well as drive-up video tellers at the new Oak Creek and Mequon branches. 

The new, attractive video teller machines feature an updated branding package and a refreshed look to the screens. 

The addition of video tellers allows us to offer our customers extended banking hours seven days a week. Customers can reach a teller by simply touching a screen. Video tellers are available Monday through Friday from 8 a.m. to 7 p.m., Saturdays from 8 a.m. to 5 p.m., and Sundays from 10 a.m. to 4 p.m. Video tellers help customers with deposits and withdrawals, cashing checks, transferring money, checking account balances and making loan payments (Monday through Saturday only). 

Video Teller Manager Rodney Whiteside said North Shore Bank employs 12 video tellers, including himself, each with several years of banking experience. He said that most of the bank’s video tellers have worked at North Shore Bank branches since the company tries to hire from within first. 

Rodney said that customers experiencing video tellers for the first time might be unsure about the new technology, but once they adjust, they appreciate the extended service hours. The Video Teller team works hard to ensure customers are comfortable with the new offering.

“My team tries to physically visit a new install during the first couple of weeks for a smooth transition for customers and to show them we are real people,” he said. 

 

EVENTS AND ACTIVITIES

Delicious night out benefits bike/pedestrian pathway in Mequon

Guests at the Autumn Harvest Chef’s Table event Sept. 15 raised more than $25,000 toward the Highland Road bike/pedestrian path, which will connect the Ozaukee Interurban Trail to Rotary Park in Mequon. North Shore Bank sponsored the successful event.

The Mequon-Thiensville Trails Foundation put on the event, hosted at Foxtown Station and featuring culinary delights from Chef de Cuisine Jeffrey Henschel of the Annex and Foxtown Station, Executive Chef Amber Schmitz from Mr. B’s Steakhouse and Executive Chef John Levine of Coco’s Seafood and Steakhouse. 03285 The event, which hosted 50 guests, included a carefully curated menu of seasonal dishes. 

“We could not have made this evening possible without our community sponsors, including North Shore Bank,” said Lori Lorenz, one of the event coordinators.

Community Engagement Manager Farrah Mason and Mortgage Loan Originator Claudio Lanza hosted a table at the event. “Claudio and I were excited to show our support for the MT Trails Foundation. It was an amazing opportunity to give back and help our community raise money to build this beautiful trail!” Farrah said. 

The project partners the MT Trails Foundation with local governments to privately fund a safe, off-road, 10-foot-wide paved path that connects the trail to the park. The full length of the path is about 1.5 miles. 

 

 

 

 

 

Bank celebrates special birthday party for giraffes at Racine Zoo

North Shore Bank partnered with the Racine Zoo on Sept. 22 to celebrate the birthdays of two giraffes, Mac and Jabari. The bank is the main sponsor of the Racine Zoo Giraffe Encounter, where visitors can have an up close and personal experience visiting with the giraffes. 

To celebrate their birthdays, the bank and the zoo had fun activities for kids, treats and a birthday banner with heartfelt messages for their tall buddies. We had bank goodies to hand out, giraffe hats to color and party bags for kids with giraffe stickers, toys and adorable giraffe cookies from a local bakery in Racine.

Unfortunately, the rainy weather kept the crowds away, although some braved the elements to celebrate the giraffes.

“We were happy to see the die-hard zoo-goers who don’t mind a little rain!” said AVP and Branch Manager Lisa Young. 

Happy birthday, Mac and Jabari, and great job to the bank employees who helped out!

 

 

UPCOMING EVENTS

Enjoy a wild night helping out at 30th North Shore Bank Zoo Boo

Halloween will be wild this year with the 30^th anniversary of North Shore Bank Zoo Boo held at NEW Zoo & Adventure Park in Green Bay! The event will be held on Fridays from 4 to 8 p.m. and Saturdays from 2 to 7 p.m. throughout October on the following dates: Oct. 11, 12, 18, 19, 25 and 26. North Shore Bank has been sponsoring this longtime event for 14 years! As for assistance from employees, Community Engagement Manager Katie Longsine said she has most shifts covered except for Oct. 11. She also needs someone to be Seymour (multiple dates available). Reach out to Katie if you can help!

North Shore Bank Zoo Boo is full of the wholesome Halloween fun you’ve come to know and love over the past 30 years. Adults and kids alike are encouraged to wear costumes and bring trick-or-treat bags to collect candy as you stop at the many Treat and Activity Stations around the Zoo. Kids can play games and spend some time in the bounce house before or after seeing the animals and enjoy all the spooktacular, family-friendly decorations.

In fact, North Shore Bank Zoo Boo features the largest collection of skeleton scene displays in the area! While you’re looking at the decorations, you’ll want to play the Zoo Boo Skeleton Safari game to find our fan-favorite skeletons (like Scuba Steve and Billy the Skeleton!) making mischief around the zoo. Complete the scavenger hunt, then stop by the Prize Table before you leave so kids can choose a prize just for playing. Of course, for the bravest zoo guests – you’ll want to take a walk through the newly expanded Haunted Zoo Zone – if you dare!

Tickets for North Shore Bank Zoo Boo are $15 each (kids under 3 are free) or $20 each for a Zoo Boo + Canopy Tour Combo Ticket to enjoy all the fun of North Shore Bank Zoo Boo PLUS a walk on the Neil Anderson Canopy Tour, where you can enjoy even more decorations and Halloween-themed fun!

 

PROUD PARENTS

Emily Capper named Blue & Gold Student-Athlete for September

Marquette University’s Athletics, Academics and Student Programs staff selected Emily Capper, daughter of Senior Vice President of Commercial Banking Margaret Capper, as the September Blue & Gold Student-Athlete of the Month.

Emily is a senior on the women’s cross country and track and field teams. She majors in digital media with a minor in journalism. She has earned the Dean’s List, Athletic Director’s Honor Roll every semester, and BIG EAST Conference All-Academic Team accolades each year. She is also a member of Chi Alpha Sigma (an honor society for collegiate athletes). She has been a teaching assistant and is the cross country team’s representative on the Student-Athlete Advisory Committee.

Emily also is a Burke Scholar, with a scholarship attached to community service and volunteerism. She also is a tutor and currently coaches high school cross country at St. Augustine Prep Academy in Milwaukee. She has served as an Upward Bound residential advisor and tutor (lived on campus with high school students in a Marquette program). She was a team manager for the women’s basketball program in 2022-23, and works as a WIAA (Wisconsin Intercollegiate Athletics Association) basketball referee throughout the Milwaukee/SE WI area.

“As her mother, I could not be more proud of all she does on a daily basis to help others. She is a great example of selflessness and a strong leader,” Margaret said. 

Congratulations, Emily! 

 

COMMUNITY-MINDED

Sharon Hack digs in to help neighbor with overgrown yard

Area Manager Sharon Hack recently spent time helping a neighbor in Green Bay beautify and fix up her yard. The homeowner ordered 8 yards of mulch, which Sharon and other volunteers from her church and NeighborWorks of Green Bay spread for her. They also performed other yard maintenance to help her get her place all spruced up.

The whole project took about four hours, but Sharon said it was a wonderful experience. The homeowner was thrilled with the outcome.

“It felt great helping a neighbor in my community,” Sharon said.

Sharon’s volunteerism was supported by North Shore Bank’s Volunteer PTO program. Through this program, all regular full-time employees are eligible for up to eight (8) hours and part-time employees are eligible for up to four (4) hours of Volunteer PTO during a calendar year. To learn more about the Volunteer PTO program, click here. 

Way to go, Sharon! 

 

NEW TO NORTH SHORE BANK

Get to know Erika Smith and Debra Frelk

We’re reaching out to new employees to learn a little bit more about them! If you’re newer to North Shore and want to share something about yourself, please email shorelines@northshorebank.com.

Erika Smith, Fox Point Branch Manager

Erika got into country and line dancing in 2022 and hasn’t stopped since! She dances one to three nights per week with her group at spots in Wisconsin and Illinois. The group recently performed at a large event at the Budweiser Pavilion at the Wisconsin State Fair, and they’ve done some charity events, too. Erika learned to dance from a friend who is also a DJ and instructor, and sometimes, Erika assists with her DJ gigs. In fact, she’s headed to Colorado on a trip soon where she’ll be visiting some dance halls, sightseeing and helping to DJ at a wedding. 

Debra Frelk, Teller at the Franklin Branch

Debra started in banking early in her career, managing a branch in Door County, and returns to it now at the Franklin branch. She started with North Shore Bank in July. In between, Debra’s taken some fabulous trips and raised a large family—12 children and 19 grandchildren—with her husband of 39 years. The couple once took a three-week trip around the world, visiting 13 countries. Two key stops on that trip? The Australian Tennis Open (two of the couple’s closest friends were playing in it) and ending the trip at the Super Bowl in Dallas. Debra loves her time with family, seeing her children achieve their goals and watching her grandchildren grow up. 

 

 

 

 

 

 

 

PHOTOS OF THE WEEK

Photos of the Week for Oct. 3

Four-legged visitor in need of safety deposit box?

The Allouez branch team wasn’t quite sure what this little visitor wanted when he first visited the drive-through window and then climbed the side windows with a walnut tucked firmly in his mouth.

Teller Roxanne Gaul wondered if he was looking to open a safety deposit box before the cold sets in! 

 

 

Go Brew Crew! 

Assistant Branch Manager Caitlin Maloney, Lead Teller Zach Burmeister and Community Engagement Manager Katie Longsine cheered on the Brewers this week next to the “B” in the “Be Kind” letters outside the Pulaski branch.

We’re pretty sure the Pulaski branch and our other North Shore Bank employees who wore team gear to show support brought the Brewers good luck Wednesday night with a 5-3 win over the Mets! 

 

 

Customer Loyalty Tip of the Week

Find ways to surprise and delight your customers and coworkers. Do what’s unexpected. 

 

COMMUNITY CALENDAR OF EVENTS

Discover events and activities in and around your community

• Fire Up Your Taste Buds for North Shore Bank Southside Dining Week | Saturday, September 28 to Saturday, October 5 | Milwaukee’s Southside

Shorelines wants to share news about YOU!

Just a reminder that we’re always looking for fun and exciting things to share in Shorelines.  Whether it’s a special event at your branch or a shout-out to one of your coworkers, a great trip you went on with family or friends, information about a half-marathon you’re running, or even just a fantastic photo you took over the weekend, we’d love to share it! Please email shorelines@northshorebank.com to have your news included in a future issue.