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Case Study: Customer Experience Transformation

The Client:
A major Caribbean-based bank.

The Client Goal:
In 2003, the client determined that to revitalize its offering and competitiveness, it needed to become significantly more ‘customer oriented.’ The stated goal was to delight every customer with whom they interacted.

The program, ‘Revitalizing Retail’, was upheld as critical to their long-term growth and success.

The Process:
McDaniel Partners was selected to develop and implement a better customer service experience across its Retail Bank. We did this by:

  • Defining the desired customer experience.

  • Building customer service standards that would deliver the desired experience at every touch-point.

  • Conducting a detailed pilot to determine the validity of the service standards.

  • Developing a variety of metrics and measurement tools that track and measure standards delivery.

  • Creating a detailed implementation plan to implement the standards in a coordinated manner across seventeen regional markets.

  • Creating learning and communication materials to help the Branch Managers successfully implement the new standards.

  • Launching the program to all of the Retail Branch Managers.

  • Developing a tracking tool to reward and measure increases in customer satisfaction ratings in each branch, region, and country.

  • Designing a plan to help sustain the program for long-term success.

The Result:

  • Mystery shopping results increased to a peak of 88% in December 2006 up from 57% in November 2004.

  • Revitalizing Retail is a resounding success across the network and has been lauded publicly by both customers and top officials at the bank.

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