The Emotional Roots of Relationship Banking - a podcast by American Bankers Association

Community bank CEO Micah Bartlett’s views on “relationship banking” are formed by a fundamental insight: most people have a fraught emotional relationship with money. Meanwhile, community banks thrive on expertise about their customers, he adds. To help build that expertise—and lay a foundation for a supportive relationship—his bank's staff make thousands of outreach calls each year, not to pitch products but to understand how customers are doing.

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