The Five Myths Of Customer Service Satisfaction, co-presented by Jim Eckenrode, TowerGroup Executive, and Mike Clarkin, VP of Marketing at the BAI Retail Delivery Conference, November, 2011. Jim presents research on a hierarchy of needs of Retail Banking customers in today's difficult, constantly changing market environment. Mike then identifies the traps of conventional customer service wisdom and outlines the ones that really matter. The audience was provided practical examples so they could walk away knowing how to make the knowledge work to their advantage.