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Best Practice Database
Customer Service » Customer Relationship Management
Metrics, Graphics, Summary Matrix
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"Achieving Retail Banking "Customer Experience" Excellence"
Whether you're McDonalds, Starbucks or a Caribbean financial institution, the quest for customer service excellence is an overarching goal. Important and difficult to answer questions arise, such as:
The Best Practices research team conducted in-depth interviews and surveys with key industry executives at seven participating financial institutions to harvest qualitative insights, process excellence observations and managerial lessons learned.
This study comes from report OP-100, Benchmarks for Excellence in Caribbean Retail Financial Services. Other documents orginating from this report include: