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Developing a World-Class Experience Tour

The Client:
A major Carribean-based Bank.

The Client Goal:
The client wanted to better understand and experience what “world-class” companies were doing to create differentiated customer experiences.

The Process:
The company selected McDaniel Partners to:

  • Create a tailored customer experience tour for key bank employees to help them experience how world-class companies are creating differentiated customer experiences.

  • Develop case studies on 15 world class companies including The Mardarin Oriental, Wachovia, WAMU, Umpqua, Starbucks, Pret a Manger and FirstDirect.

  • Develop a three-day workshop to train key employees on what the best were doing.

  • Create a customized experience tour which involved meeting Executives and mystery shopping world-class companies.

The Result:

  • The employees identified several ideas that they felt could be transferred successfully into their environment.

  • Several ideas and standards have been successfully implemented across the retail organization.

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