Valuing long-term relationships is the top attribute that small and middle-market business leaders want from their bank, according to research from Coalition Greenwich. The same research tells us they prefer to communicate directly with their banker, and that expertise and prompt follow-up are also high on the list.
In that research, what we see year after year is the market’s desire for what Pinnacle does best, our brand promise:
Distinctive service and effective advice.
Overall Satisfaction with Relationship Manager
Nashville
Memphis
Chattanooga
Knoxville
North Carolina
South Carolina
Western Virginia
*Lead or tied for lead in market
Source: Coalition Greenwich
When your North Star is helping others prosper, the rewards multiply.
Since the beginning, we’ve set out to build a firm that gives experienced professionals a workplace that puts them first, helps them succeed and eliminates internal competition. Similarly, Pinnacle associates are empowered to use their decades of experience to give clients an advice-forward approach, to analyze available data, consider all the possibilities and chart a course for their success.
When clients succeed, deposits grow.
Liquidity has been the name of the game since 2020, and clients flush with cash have trusted us to keep it and grow it.
When loans grow, clients can, too.
The trust they place in Pinnacle allows businesses to put their money to use growing the operations that power our local economies.
- Q4
- Q3
- Q2
- Q1
For a reconciliation of non-GAAP financial measures to their most directly comparable GAAP measures, see Business Insights.
When clients prosper, they reward us with loyalty.
Pinnacle’s client survey results echo the same priorities found in the market research and show our ability to exceed clients’ expectations and deliver on our brand promise.
Demonstrates knowledge and experience necessary to meet my needs
Provides timely responses to my requests
Delivers against his/her commitments
Is recognizably better than his/her competitors
Source: Pinnacle Client Surveys
When clients are loyal, they are more effective than any advertising budget.
Pinnacle clients often become raving fans and net promoters, telling others how much they love us and our unique client experience.
Pinnacle Net Promoter Scores
Nashville
Memphis
Chattanooga
Knoxville
North Carolina
South Carolina
Western Virginia
Average
Source: Coalition Greenwich
*Leads the market
It’s not just what Pinnacle does for clients. It’s how we make them feel.
In 2021, we were grateful to serve clients in-person again. Doing business via phone, email and video conference remains a vital capability, but being in partnership with Pinnacle is best as an immersive experience.
One of our hallmarks is to create an office environment that feels dramatically different from every other bank. The surprise of receiving concierge-level service from associates who thrive on delighting clients, consistently and conscientiously, is an experience few clients forget.
We are part of the community, and we take that role seriously.
From day one every Pinnacle associate has been an owner of the firm. Decision-making on most client and community matters is decentralized, putting the power in local hands to do what’s best.
Pinnacle gives every associate the autonomy and resources to create a “WOW” moment for a client or another associate. And the firm trusts local teams to invest in what will make their communities better places to live.
As communities and clients prosper, the demand for Pinnacle’s signature brand of distinctive service and effective advice continues to rise, leading to meaningful value creation in the marketplace.