The Small Business Series

Breaking the barriers to great customer relationships

Small business is a large and largely overlooked opportunity. The opportunity is even greater because small business owners are generally unhappy with the experiences they have received at their financial institutions. As a result, many small businesses don’t look to financial institutions for advice and don’t think their bankers understand them.

A recent Deluxe Collaborative pilot showed that paying attention to the experience that small business owners have with your institution can pay off for you. This new Deluxe solution helps you go beyond the usual risk assessment to needs assessment that can help you determine what the customer really requires. It summarizes important research on small business customers, analyzes the gap between customers and bankers, discusses how the small business banking experience impacts customer loyalty, and provides suggestions for moving forward with a new strategy for small business customers.