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Case Study: Building a Customer Focused Culture

The Client:
A large Caribbean-based bank.

The Client Goal:
To deliver a differentiated customer experience by transforming the Bank culture into one focused on delivering sales and service excellence.

The Process:
McDaniel Partners was selected, in late 2005, to implement a newly defined customer experience through transforming the internal culture to consistently deliver the experience at every point of interaction. We accomplished this by:

  • Confirming the desired customer experience.

  • Creating an employee experience that mirrored the desired customer experience.

  • Developing detailed universal and distinct customer and employee standards by Line of Business and Internal Business Unit to ensure consistency.

  • Developing a learning and communications program to ensure that the ‘right employees received the right information at the right time’.

  • Creating a measurement and tracking program that measured and monitored that the standards.

  • Duly implementing the entire program.

  • Creating a detailed and effective plan to sustain the change.

The Result:

  • Our client has effectively transformed the way that it thinks about customer service.

  • Our client has experienced near-consistent acclaim from both employees and customers.

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