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:
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Confirming the desired customer experience.
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Creating an employee experience that mirrored the desired customer experience.
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Developing detailed universal and distinct customer and employee standards by Line of Business and Internal Business Unit to ensure consistency.
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Developing a learning and communications program to ensure that the ‘right employees received the right information at the right time’.
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Creating a measurement and tracking program that measured and monitored that the standards.
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Duly implementing the entire program.
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Creating a detailed and effective plan to sustain the change.
The Result:
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