Huntington National Bank 2004 Annual Report Download - page 16

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Our objective is to have every customer experience a feeling
of “Simply the Best” service from every Huntington associate.
Angela Steffens, Vice President, Banking Office General Manager, 4 years experience in the financial services industry
Norman Wilson, Senior Vice President, Director Institutional Asset Manager, 29 years experience in the financial services industry
Gwendolyn Norman, Vice President, District Manager, 18 years experience in the financial services industry
The business proposition is straightforward. If customers know they are getting value for their money, they will remain
with us, and they will also bring us additional business.
We follow some basic principles in our aspiration to provide “Simply the Best” service. They include making sure that we
do everything consistently and accurately. We also structure our operations so that we are available when customers have a need.
This makes it easy for customers to do business with Huntington and for us to personalize our services. Our whole process is
designed to listen to the customer, customize solutions, and deliver an experience that lets our customers know we care.
Establishing a customer service experience vision is straightforward. Making it happen in a way that is visible to customers
is the challenge. This is an ongoing process that requires the focus and involvement of every associate. We are committed to making
it easy and enjoyable for our customers to bank with us.
Huntington Customer Experience
2 : BE AVAILABLE
3 : MAKE IT EASY
4 : PERSONALIZE IT
OUR ASSOCIATES WILL:
1 : DO IT ACCURATELY
14
Why It Matters
Going Forward