CASE STUDY

Resolving CU Team Friction to Retain Talent

Where They Were

This bank was seeing growing attrition among their employees and customer base. They needed a solution that could help them understand how to deliver a better customer experience. In addition, they needed to resolve internal, department-to-department friction.

Objectives

This bank had three tangible goals…

Retain employees and customers
Improve customer satisfaction
Gain new customers and revenue

Challenges

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

“

" 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

The Solution

This bank implemented our Team Builder employee engagement solution to…

Create a more customer centric culture
Develop quality and professionalism
Focus on the right behaviors as a team

In addition, they deployed our Relationship Builder mystery shop solution to…

Develop and enhance frontline skills
Operationalize a simple sales process
Coach specific, targeted behaviors

The Results

This client over-achieved on their goals and expectations. In addition to curbing customer and employee attrition, they were able to dramatically increase revenues and improve satisfaction. The results speak for themselves.

$19.4 million increase in revenue over 5 years
3rd place in JD Power Customer Satisfaction
>Drastically reduced both Customer and Employee Attrition

Results for You !

We can help you achieve the same incredible results as this client.

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