Huntington National Bank 2005 Annual Report Download - page 13

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PROGRESS THROUGH
PARTNERSHIPS
Asking the right questions of the right people.
Listening to the answers. Developing the
products. Delivering the best service. This is
how Business Banking succeeded in a particu-
larly challenging year punctuated by increased
energy costs and decreased small business
growth. Eric Mills, Senior Vice President,
Business Banking, explains, “Our bankers can
walk into a client’s offi ce and say, ‘I know your
business and it’s refl ected in this product I
helped develop.’ This is a very powerful state-
ment to make.” This determination to deliver
customer-focused service not only pleased our
clients, but also garnered awards from experts
in customer research, Greenwich Associates.
Huntington won a Midwest regional award in
overall customer satisfaction, as well as two
national awards in overall customer satisfac-
tion and branch service performance. This is
consistent with what customers are saying
about our business approach – they want a
responsive banker in tune with their business.
Our bankers are winning through “people, products
and process.” We hire candidates who exceed
expectations and then invest in training them fully.
Products are developed only after reaching out to
the bankers who will sell them and the customers
who will use them. Finally, our process is disciplined
and streamlined, giving our bankers the ability to
localize and accelerate decision-making. Having
national resources provides a competitive advantage.
According to Vice President, Business Banking,
Steve Miller, this combination has allowed his West
Michigan offi ce to initiate a record number of
interest rate “swaps” for loans. These swaps allow
a client to fi x a construction loan rate before the
project is fi nished, resulting in a locked-in lower
rate months before most banks can secure traditional
fi xed rates. “We’re the only bank in town that will
allow swaps for loans under $1 million,” says Miller.
“This gives our client the most competitive rate,
while we maintain a fl oating rate backed by a bond.
It’s a win-win.” And it’s another example of how
customer need drives personalized solutions.
BUSINESS ONLINE
“In some markets, we’re not blessed with a large number of banking offi ces,” says Senior Vice President, Business Banking,
Lee Lemke, “which means we’ve needed to be more creative to succeed, and that takes technology.” Huntington successfully
married creativity and our trademark customer service with the launch of Business Online, our new Business Banking web site.
Most fi nancial institutions offer basic access and products, while Business Online provides up-to-the-minute account information
and transaction capabilities, expanded customized reporting and 24-hour access. “It started with a vision,” says Pam Erickson,
Vice President, Enterprise Online Services, “to create a single portal so customers could access all lines of business.” The site
developers gathered customers’ initial thoughts and later collected their impressions of the site’s prototype. This feedback was
incorporated into the fi nal product and the reaction has been phenomenal: We’ve added more than 4,800 users since the site’s
launch, received positive customer reaction and have been selected as a fi nalist for the “Outstanding Product” from Tech Columbus’
TOP CAT Awards, recognizing outstanding achievement in all aspects of technology.