Craig Metz EVP of Marketing United Community Bank SITUATION: United Community Bank (United), who has built their culture as The Bank that SERVICE Built – and is recognized as one of the industry’s top performing banks, was seeking an increase in new customer acquisition, core deposit growth, cross sell expansion with existing customers and market share. SOLUTION: One of the keys to their success was a service quality program through Customer Service Profiles (CSP) that measured and tracked the customer experience utilizing actual United customers to provide in- person evaluations after a recent banking experience. This produced a clear and timely voice of the customer that provided actionable customer knowledge for United executives and managers. CSP conducte

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