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Karen Larrimer

Chief Customer Officer, PNC Financial Services Group

  Categories:
Business, Business Leaders, Economy and Finance, Finance, Influential Women, Leadership Speakers, Women's Issues
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Karen Larrimer Biography

When Karen Larrimer was named PNC's chief customer officer, she had one nagging question about the role: What, precisely, does a chief customer officer do?

She didn't know of any chief customer officers in banking, and certainly none at a company PNC's size, whom she could look to for guidance. So she studied companies outside the industry known for stellar customer experiences — Disney, Amazon, Apple — to figure out what might work.

In the end, that's probably just as well, if not better.

"Our competitors, in my mind, are not just the other banks," Larrimer says. The competition is any company setting the standards for customer experience, and "those standards are way higher than they were years ago."

Since taking the post 18 months ago, Larrimer launched programs to help PNC meet those expectations, and to help employees understand how their interactions affect individual customers. She's gotten the company to establish customer-specific goals for each of its 54,000 employees, and to assess them in annual performance reviews.

"What's really important to me is that every employee, even if they're in the back office and handling the same piece of paper every day, understands how their job connects to the customer," she says.

She's also started an initiative called "Just Fix It" to let employees know that they need to "raise their hand and let us know" when they see something that's not working.

Customer data can help point to areas that need improvement as well. Larrimer's placing much more emphasis on such data, particularly the net promoter score, which measures how likely a customer is to recommend a brand to others. PNC now asks that question on every customer survey in every line of business, and Larrimer wants to move toward using that as the primary measure of how the company is doing on creating a positive experience.

The new responsibilities add to an already heavy workload for Larrimer, who also manages PNC's marketing, public relations and innovation groups. But she wanted to keep overseeing all those too.

"The customer experience is driven by the voice we have externally, which is marketing and corporate communications," she says.

Larrimer also has a busy schedule at home. She and her husband, Jim, have four children, ranging in age from five to 27. "I was handling diapers and college decisions all at the same time," she says.

As if she doesn't have enough to do, Larrimer sits on the boards of many charities in her hometown of Pittsburgh, including the United Way, Goodwill and PNC's own foundation. She likes the responsibility.

"When you do what you love, you find the time to make it work," she says. "And I do."

Contact a speaker booking agent to check availability on Karen Larrimer and other top speakers and celebrities.

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FAQs

  • HOW TO BOOK Karen Larrimer?

    Our booking agents have successfully helped clients around the world secure talent like Karen Larrimer for both live and virtual events for over 15 years. The team at All American Entertainment represents and listens to the needs of organizations and corporations seeking to hire keynote speakers, celebrities or entertainers for speaking engagements, personal appearances, product endorsements, or corporate entertainment. Fill out a booking request form for Karen Larrimer, or call our office at 1.800.698.2536 to discuss your upcoming event. One of our experienced agents will be happy to help you get pricing information and check availability for Karen Larrimer or any other celebrity of your choice.

  • HOW MUCH DOES IT COST TO BOOK Karen Larrimer?

    Speaking fees for Karen Larrimer, or any other keynote speakers and celebrities, are determined based on a number of factors and may change without notice. The amount that Karen Larrimer charges to speak often varies according to the circumstances, including their schedule, market conditions, length of presentation, and the location of the event. The speaker fees listed on this website are intended to serve as a guideline only. In some cases, the actual quote may be above or below the stated range. For the most current fee to hire Karen Larrimer, please fill out the booking request form or call our office at 1.800.698.2536 to speak with an experienced booking agent.

  • WHO IS THE AGENT FOR Karen Larrimer?

    All American Entertainment has successfully secured celebrity talent like Karen Larrimer for clients worldwide for more than 15 years. As a full-service talent booking agency, we have access to virtually any speaker or celebrity in the world. Our agents are happy and able to submit an offer to the speaker or celebrity of your choice, letting you benefit from our reputation and long-standing relationships in the industry. Fill out the booking request form or call our office at 1.800.698.2536, and one of our agents will assist you to book Karen Larrimer for your next private or corporate function.

  • WHAT IS A FULL-SERVICE TALENT BOOKING AGENCY?

    All American Speakers is a "buyers agent" and exclusively represents talent buyers, meeting planners and event professionals, who are looking to secure celebrities and speakers for personal appearances, speaking engagements, corporate entertainment, public relations campaigns, commercials, or endorsements. We do not exclusively represent Karen Larrimer or claim ourselves as the exclusive booking agency, business manager, publicist, speakers bureau or management for Karen Larrimer or any other speaker or celebrity on this website. For more information on how we work and what makes us unique, please read the AAE Advantage.
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Users also viewed these speakers:

This website is a resource for event professionals and strives to provide the most comprehensive catalog of thought leaders and industry experts to consider for speaking engagements. A listing or profile on this website does not imply an agency affiliation or endorsement by the talent.

All American Entertainment (AAE) exclusively represents the interests of talent buyers, and does not claim to be the agency or management for any speaker or artist on this site. AAE is a talent booking agency for paid events only. We do not handle requests for donation of time or media requests for interviews, and cannot provide celebrity contact information.

If you are the talent and wish to request a profile update or removal from our online directory, please submit a profile request form.

Karen Larrimer

Chief Customer Officer, PNC Financial Services Group

Travels From:
Pittsburgh, PA, USA
Speaking Fee:
Live Event: Please Contact
Virtual Event: Please Contact
More Fee Info
Categories:
Business, Business Leaders, Economy and Finance, Finance, Influential Women, Leadership Speakers, Women's Issues

Karen Larrimer Biography

When Karen Larrimer was named PNC's chief customer officer, she had one nagging question about the role: What, precisely, does a chief customer officer do?

She didn't know of any chief customer officers in banking, and certainly none at a company PNC's size, whom she could look to for guidance. So she studied companies outside the industry known for stellar customer experiences — Disney, Amazon, Apple — to figure out what might work.

In the end, that's probably just as well, if not better.

"Our competitors, in my mind, are not just the other banks," Larrimer says. The competition is any company setting the standards for customer experience, and "those standards are way higher than they were years ago."

Since taking the post 18 months ago, Larrimer launched programs to help PNC meet those expectations, and to help employees understand how their interactions affect individual customers. She's gotten the company to establish customer-specific goals for each of its 54,000 employees, and to assess them in annual performance reviews.

"What's really important to me is that every employee, even if they're in the back office and handling the same piece of paper every day, understands how their job connects to the customer," she says.

She's also started an initiative called "Just Fix It" to let employees know that they need to "raise their hand and let us know" when they see something that's not working.

Customer data can help point to areas that need improvement as well. Larrimer's placing much more emphasis on such data, particularly the net promoter score, which measures how likely a customer is to recommend a brand to others. PNC now asks that question on every customer survey in every line of business, and Larrimer wants to move toward using that as the primary measure of how the company is doing on creating a positive experience.

The new responsibilities add to an already heavy workload for Larrimer, who also manages PNC's marketing, public relations and innovation groups. But she wanted to keep overseeing all those too.

"The customer experience is driven by the voice we have externally, which is marketing and corporate communications," she says.

Larrimer also has a busy schedule at home. She and her husband, Jim, have four children, ranging in age from five to 27. "I was handling diapers and college decisions all at the same time," she says.

As if she doesn't have enough to do, Larrimer sits on the boards of many charities in her hometown of Pittsburgh, including the United Way, Goodwill and PNC's own foundation. She likes the responsibility.

"When you do what you love, you find the time to make it work," she says. "And I do."

Contact a speaker booking agent to check availability on Karen Larrimer and other top speakers and celebrities.

BOOK Karen Larrimer

Karen Larrimer Videos

  • Work/Life Balance - YouTube
    Work/Life Balance - YouTube
  • ATHENA 2014: Karen Larrimer - YouTube
    ATHENA 2014: Karen Larrimer - YouTube
  • Karen Larrimer believed she could, so she did - YouTube
    Karen Larrimer believed she could, so she did - YouTube
See All Videos »

FAQs on booking Karen Larrimer

  • How to book Karen Larrimer?

    Our booking agents have successfully helped clients around the world secure talent like Karen Larrimer for both live and virtual events for over 20 years. The team at All American Entertainment represents and listens to the needs of organizations and corporations seeking to hire keynote speakers, celebrities or entertainers for speaking engagements, personal appearances, product endorsements, or corporate entertainment. Fill out a booking request form for Karen Larrimer, or call our office at 1.800.698.2536 to discuss your upcoming event. One of our experienced agents will be happy to help you get pricing information and check availability for Karen Larrimer or any other celebrity of your choice.

  • How much does it cost to book Karen Larrimer?

    Speaking fees for Karen Larrimer, or any other keynote speakers and celebrities, are determined based on a number of factors and may change without notice. The amount that Karen Larrimer charges to speak often varies according to the circumstances, including their schedule, market conditions, length of presentation, and the location of the event. The speaker fees listed on this website are intended to serve as a guideline only. In some cases, the actual quote may be above or below the stated range. For the most current fee to hire Karen Larrimer, please fill out the booking request form or call our office at 1.800.698.2536 to speak with an experienced booking agent.

  • Who is the agent for Karen Larrimer?

    All American Entertainment has successfully secured celebrity talent like Karen Larrimer for clients worldwide for more than 20 years. As a full-service talent booking agency, we have access to virtually any speaker or celebrity in the world. Our agents are happy and able to submit an offer to the speaker or celebrity of your choice, letting you benefit from our reputation and long-standing relationships in the industry. Fill out the booking request form or call our office at 1.800.698.2536, and one of our agents will assist you to book Karen Larrimer for your next private or corporate function.

  • What is a full-service talent booking agency?

    All American Speakers is a "buyers agent" and exclusively represents talent buyers, meeting planners and event professionals, who are looking to secure celebrities and speakers for personal appearances, speaking engagements, corporate entertainment, public relations campaigns, commercials, or endorsements. We do not exclusively represent Karen Larrimer or claim ourselves as the exclusive booking agency, business manager, publicist, speakers bureau or management for Karen Larrimer or any other speaker or celebrity on this website. For more information on how we work and what makes us unique, please read the AAE Advantage.

Karen Larrimer is a keynote speaker and industry expert who speaks on a wide range of topics . The estimated speaking fee range to book Karen Larrimer for your event is available upon request. Karen Larrimer generally travels from Pittsburgh, PA, USA and can be booked for (private) corporate events, personal appearances, keynote speeches, or other performances. Similar motivational celebrity speakers are Sinead Colton Grant, Eva Zlotnicka, Donna Anderson, Pia Heidenmark Cook and Nicole Röttmer. Contact All American Speakers for ratings, reviews, videos and information on scheduling Karen Larrimer for an upcoming live or virtual event.

BOOK Karen Larrimer

Karen Larrimer Speaker Videos

  • Work/Life Balance - YouTube
    Work/Life Balance - YouTube
    ATHENA 2014: Karen Larrimer - YouTube
    ATHENA 2014: Karen Larrimer - YouTube
  • Karen Larrimer believed she could, so she did - YouTube
    Karen Larrimer believed she could, so she did - YouTube
BOOK Karen Larrimer

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Speakers Similar to Karen Larrimer

This website is a resource for event professionals and strives to provide the most comprehensive catalog of thought leaders and industry experts to consider for speaking engagements. A listing or profile on this website does not imply an agency affiliation or endorsement by the talent.

All American Entertainment (AAE) exclusively represents the interests of talent buyers, and does not claim to be the agency or management for any speaker or artist on this site. AAE is a talent booking agency for paid events only. We do not handle requests for donation of time or media requests for interviews, and cannot provide celebrity contact information.

If you are the talent and wish to request a profile update or removal from our online directory, please submit a profile request form.

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