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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Case Studies

• Building a Customer Focused Culture

• Customer Experience Transformation

• Developing a Word-Class Experience Tour

• Strategic Option Identification

• Developing a Customer Complaint Management Process

• Reengineering Key Bank Processes

• Creating Change through Innovative Learning Modules

• Building Experiences by Appealing to the Senses - The Mandarin Oriental (PDF)

• Does Your Company Favor the New Guy? (PDF)

Animations

• Are You Effectively Managing Your Most Important Asset?

• Daphne's World - What Happens When Marketing Campaigns Go Wrong

Presentations & Articles

• Sustain-it Article

Brochures

• McDaniel Announcment