Barry Leeds & associates Inc. (Provider Profiles).

BARRY LEEDS & ASSOCIATES INC.

38 East 29th Street, 6th floor

New York, NY 10016

Contact: Paul Lubin

Phone: [phone] [phone]

Fax: [phone]

E-mail: [e-mail]

Web: www.barryleedsassoc.com

Profile

Barry Leeds & Associates is a full-service market research firm serving the financial industry since 1977.

Case Study

A large regional bank was experiencing an inordinate amount of attrition. Barry Leeds & Associates developed a broad research approach to address this issue at a variety of levels. The company recommended:

* Better communicating of the value of multiple account relationships to customers.

* Integrating threshold issues driving customer attrition into ongoing employee training.

* Systematizing retention techniques among the line reps.

* Utilizing MCIF data to identify behaviors learned to be triggers or red flags pointing towards potential defection.

* Initiating an ongoing mystery shopping and a customer satisfaction program designed to ensure compliance with sales and service standards that control customer attrition.

* Initiating a targeted defector-monitoring program.

* Developing a management scorecard tracking satisfaction of current and former customers, etc.

The impact? In one year, the overall customer satisfaction had significantly improved from benchmark levels, and the overall attrition rate was reduced by one-third.