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Chase customers can use more than 5,500 bank branches and more than 17,200 ATMs in 23 states, as well as online and mobile banking services. 

A n d  i t ’ s n o t  j u s t t h e t h r ee  o f u s w h o a r e en g a g e d  i n t h i s eGLYPH<0> o r t . All o u r sen io r m a n a g e r s a r e e xci t e d a b o u t t h e  c h a n g es we ’ r e m ak i n g a n d a r e p i t c h i n g i n t o g e t t h e w o r k d o ne . We ’v e  c r e a t e d a  co m b i ne d  C h a se Ex e c u t iv e  Co mm i tt ee t h a t mee t s r e g u - l a r ly a n d t w o c r o ss -C h a se  co u n cil s t o s olv e p r o b l ems q u ic k ly a n d pu t m o r e sen io r f oc u s  o n t w o c r i t ic a l a r e a s : C u s t o me r  Ex p e r i en c e a n d  B r a n d  & M a r k e t i n g. T h ese t w o co u n cil s a i m t o t ak e t h e b es t p r a c t ic es  o f e a c h  o f  o u r b u s i nesses a n d a pp ly t h em t o a ll. 

Fo r e x a m p l e , we ’ r e w o r k i n g t o m ak e s u r e e x p e r i en c es  i n  o u r t e l e p h o ne C u s t o me r  S e r vic e  C en t e r s a r e  co ns i s - t en t . I n  2 0 11, we s i m p li fie d  o u r a u t o- m a t ic voic e men u s a n d t h e p r oc ess t o r e a c h a n a g en t . We h a v e  i m p l e - men t e d new t r a i n i n g o n  c u l t u r a l a w a r eness a n d  co mm u n ic a t io n s k ill s a n d a r e h i r i n g p e o p l e w h o g en u i ne ly w a n t t o h e l p  o t h e r s . 

We ’ r e a l s o s i m p li f yi n g h o w we t a l k w i t h  c u s t o me r s . B u il d i n g o n w o r k s t a r t e d  i n  C a r d  S e r vic es , we a d o p t e d a n  i n d u s t r y-l e a d i n g s t a n d a r d t o c r e a t e s i m p l e , e a s y- t o- u n d e r s t a n d p r o d u c t d i s clo s u r es . I t s o u n d s s i m p l e , a n d we 

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s h o u l d h a v e d o ne  i t e a r li e r . B u t we ’ r e d oi n g i t n o w , l e a d i n g t h e  i n d u s t r y a n d c r e a t i n g h a pp y c u s t o me r s . 

C u s t o me r s a r e a l s o b enefi t i n g f r o m new t e c h n ology. O u r m o b il e a pp li- c a t io ns a r e m ak i n g i t e a s i e r f o r  o u r c u s t o me r s t o d o b u s i ness w i t h u s a c r o ss  c h a nne l s . O u r  ATM s n o w s p e ak 14 l a n g u a g es a n d a cc e p t d e p o s i t s  o f m u l t i p l e  c h e c k s a n d  c a s h w i t h o u t a n en v e lo p e  o r d e p o s i t s li p . We ’v e a l s o se t up a  T w i tt e r fee d t o h e l p s olv e c u s t o me r  i ss u es  i n r e a l t i me . 

We a r e e v en m o r e en t h u s i a s t ic a b o u t w h a t ’ s a h e a d w i t h t e c h n ology. We a r e p ilo t i n g se l f - se r v e t e ll e r m a c h i nes w i t h b igg e r s c r eens a n d  g r e a t e r f u n c- t io n a li t y. T h e y’ll b e a b l e t o d i s p ense c a s h  i n m u l t i p l e d en o m i n a t io ns f o r c u s t o me r s w h o s i m p ly w a n t t o g e t  i n a n d  o u t  o f a b r a n c h q u ic k ly. We a l s o p l a n t o up g r a d e  c h a se .co m , i n co r p o- r a t i n g fee db a c k f r o m  c u s t o me r s  o n w h a t t h e y w a n t t o see . 

We ’ r e  o n ly a t t h e b e gi nn i n g o f t h i s jo u r ne y, b u t we ’v e a l r e a d y m a d e r em a r ka b l e p r og r ess . Ov e r a ll, c u s t o me r s a t i sf a c t io n s co r es a r e up , i n s o me  c a ses s ig n i fi c a n t ly, a c r o ss C h a se . T u r n ov e r  i s d o wn , a n d t h e n u m b e r  o f  c u s t o me r  l e tt e r s we r e c e iv e  co mmen d i n g o u r em p loy- ees h a s  i n c r e a se d d r a m a t ic a lly. 

T h e ne x t  g r e a t f r o n t i e r  i n  o u r i n d u s t r y i s  c r e a t i n g a n  o u t s t a n d i n g c u s t o me r e x p e r i en c e , a n d n o b a n k h a s r e a lly co n q u e r e d  i t . We p l a n t o d o s o. A n d we w ill. A s a fi r m , w h en we se t  o u r m i n d s t o d oi n g s o me - t h i n g, we d o i t . We ’ r e a ll co ns u me r s . We k n o w w h a t a  g r e a t  c u s t o me r e x p e r i en c e fee l s  li k e a n d t h e  loy a l t y i t  i ns p i r es  i n u s . I f we t h i n k  li k e c u s t o me r s a n d f oc u s  o n d e liv e r i n g t h e k i n d  o f e x p e r i en c e we w o u l d  li k e t o h a v e  o u r se lv es , we w ill b u il d  li fe - lo n g r e l a t io ns h i p s . A n d s t r o n g e r r e l a - t io ns h i p s w ill l e a d t o m o r e r e v en u e a n d f u t u r e e a r n i n g s . 

So s t o p b y a b r a n c h , giv e u s a  c a ll o r log o n t o c h a se .co m . We t h i n k  yo u ’ll b e e xci t e d b y t h e  c h a n g es  yo u see a n d t h e  o u t s t a n d i n g se r vic e  yo u ’ll r e c e iv e . 

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