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Karen Larrimer

Chief Customer Officer, PNC Financial Services Group

Chief Customer Officer, PNC Financial Services Group

Travels From Travels From:
Pittsburgh, PA, USA
Speaking Fee Speaking Fee:
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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."

Karen Larrimer Videos

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

FAQs on booking Karen Larrimer

  • How do I book Karen Larrimer to speak at my event?

    Our experienced booking agents have successfully helped clients around the world secure speakers like Karen Larrimer for speaking engagements, personal appearances, product endorsements, or corporate entertainment since 2002. Click the Check Availability button above and complete the form on this page to check availability 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 speaking fee information and check availability for Karen Larrimer or any other speaker of your choice.
  • What are the speaker fees for Karen Larrimer

    Speaking fees for Karen Larrimer, or any other speakers and celebrities, are determined based on a number of factors and may change without notice. The estimated fees to book Karen Larrimer are for live events and for virtual events. For the most current speaking fee to hire Karen Larrimer, click the Check Availability button above and complete the form on this page, or call our office at 1.800.698.2536 to speak directly with an experienced booking agent.
  • What topics does Karen Larrimer speak about?

    Karen Larrimer is a keynote speaker and industry expert whose speaking topics include Business, Business Leaders, Economy and Finance, Finance, Influential Women, Leadership Speakers, Women's Issues.
  • Where does Karen Larrimer travel from?

    Karen Larrimer generally travels from Pittsburgh, PA, USA, but can be booked for private corporate events, personal appearances, keynote speeches, or other performances. For more details, please contact an AAE Booking agent.
  • Who is Karen Larrimer’s agent?

    AAE Speakers Bureau has successfully booked keynote speakers like Karen Larrimer for clients worldwide since 2002. As a full-service speaker 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. Please click the Check Availability button above and complete the form on this page including the details of your event, 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.
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    AAE Speakers Bureau is a full-service speaker booking agency, meaning we can completely manage the speaker’s or celebrity’s engagement with your organization from the time of booking your speaker through the event’s completion. We provide all of the services you need to host Karen Larrimer or any other speaker of your choice, including offer negotiation, contractual assistance, accounting and billing, and event speaker travel and logistics services. When you book a speaker with us, we manage the process of hosting a speaker for you as an extension of your team. Our goal is to give our clients peace of mind and a best-in-class service experience when booking a speaker with us.
  • Why is AAE Speakers Bureau different from other booking agencies?

    If you’re looking for the best, unbiased speaker recommendations, paired with a top-notch customer service experience, you’re in the right place. At AAE Speakers Bureau, we exclusively represent the interests of our clients - professional organizations, companies, universities, and associations. We intentionally do not represent the speakers we feature or book. That is so we can present our clients with the broadest and best performing set of speaker options in the market today, and we can make these recommendations without any obligation to promote a specific speaker over another. This is why when our agents suggest a speaker for your event, you can be assured that they are of the highest quality with a history of proven success with our other clients.

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 Sharon Gai, Sarah Barnes-Humphrey, Joan Michelson, Paula Sweis and Sinead Colton Grant. Contact All American Speakers for ratings, reviews, videos and information on scheduling Karen Larrimer for an upcoming live or virtual event.

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