A REGIONAL BANK
Where They Were
This bank was seeing growing attrition among their customers and employees. They needed a solution that could help them understand how to deliver a better customer experience and deepen engagement. In addition, they needed to resolve internal, department-to-department, friction.
This bank had three tangible goals…
- Improve customer satisfaction
- Retain employees and customers
Gain new customers and revenue
While there were many obstacles, the top issues this bank faced were…
- Inconsistent frontline coaching and training
- Internal power struggles amongst departments
- Understanding WHY their customers and employees were leaving
This bank implemented our Service & Sales CX, Beyond Mystery Shopping solution, to…
- Develop and enhance frontline skills
- Operationalize a simple sales process
- Coach specific, targeted behaviors
In addition, they deployed our Internal Service EX, Employee Engagement solution, to…
- Create a more customer centric culture
- Develop quality and professionalism
- Focus on the right behaviors as a team
- $19.4 million increase in revenue over 5 years
- 3rd place in JD Power Customer Satisfaction
- Drastically reduced both Customer and Employee Attrition
Through our strategic partnership with Support EXP, the Customer Satisfaction Program has exceeded all business case projections in the areas of customer retention, attrition, and acquisition.
–Senior VP Sales & Service
Results For You
We can help you achieve the same incredible results as this client.
Reach out to us now to solve your financial institution’s biggest problems.