CanadianSME Small Business Podcast

Customer Service:The Banking Trust Test

Episode Notes

Welcome to the CanadianSME Small Business Podcast, hosted by Maheen Bari. In this episode, we explore how small businesses perceive their banking partners and how customer experience and data-driven insights shape long-term trust and growth.

Joining us is Paul McAdam, Senior Director of Banking at J.D. Power, who leads research on digital and in-person experiences across North America. With three decades in financial services, Paul brings a deep understanding of what Canadian SMBs need from the institutions they rely on.

Key Highlights:

1. Small Business Banking Sentiment: What SMBs value most and where service gaps still exist.
    
2. E Commerce Satisfaction Trends: Why online businesses score higher and what traditional SMEs can learn.
    
3. Top SMB Challenges: The financial and strategic concerns keeping owners up at night.
    
4. Customer Experience Foundations: How service principles and analytics reshape modern banking.
    
5. Future Vision: How J.D. Power helps banks understand evolving needs and drive meaningful growth.

Special Thanks to Our Partners:

• RBC: https://www.rbcroyalbank.com/dms/business/accounts/beyond-banking/index.html
• UPS: https://solutions.ups.com/ca-beunstoppable.html?WT.mc_id=BUSMEWA
• Google: https://www.google.ca/
• A1 Global College: https://a1globalcollege.ca/
• ADP Canada: https://www.adp.ca/en.aspx

For more expert insights, visit www.canadiansme.ca and subscribe to the CanadianSME Small Business Magazine. Stay innovative, stay informed, and thrive in the digital age!

Disclaimer: The information shared in this podcast is for general informational purposes only and should not be considered as direct financial or business advice. Always consult with a qualified professional for advice specific to your situation.