Increased Customer retention, customer lifetime value, brand loyalty, reputation and competitive advantage
CASE STUDY
The organisation:
Large Retail Bank Network, circa 300 Branches, Customer Satisfaction score in bottom quartile performance
Key Actions:
- Data Analysis – internal and external to establish business case
- Series of challenging engagements to bring Management Team on board
- Creation of and introduction of set of Service Standards
- Workshops, presentations to almost 3,000 frontline staff
- New sets of metrics, including Mystery Shopping and shift from Service Satisfaction scores to Customer Experience scores
- Customer Experience position on Business Balance Scorecard
- Service awards programme introduced
Key Outcomes:
- Top quartile performer (from bottom quartile in 2.5yr period)
- 4-9% uplift in sales of key personal sector products
