Achieving Retail Banking "Customer Experience" Excellence: Best Practice Summary

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"Achieving Retail Banking "Customer Experience" Excellence"

Study Overview:

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:

What is an outstanding customer experience?
What makes a customer look forward to coming into a branch to perform a transaction?
What drives a customer to share a great experience with family and friends and recommend the institution to others?

Answering these questions is critical to understanding how to build service into a total customer experience for competitive differentiation. The information and findings presented in this research document focus on the following tactics for giving customers a better overall experience. This document includes the executive summary as a separate PDF.

Key Topics:

Design service processes around customer delight
Develop customer-oriented employees
Align customer service measures with customer excellence goals
Coordinate customer technology practices

Sample Best Practices:

Provide a personalized service to create a memorable experience.

*For example, one benchmark participant implemented a loan rebate program where employees volunteered to personally deliver customer gift baskets on their day off.

Organize your teller lines by types of services and level of customers to get people to the appropriate staff person more quickly and enhance the overall customer experience.

*For example, one company uses a two-point approach: A customer entering the branch, is greeted by a rep who can send them in the appropriate direction. In addition, there is a large directional sign with a listing of services.

Incorporate regular team meetings among the branch office staff to reinforce desired attitudes and motivate the team to deliver excellent service.

*One organization described weekly meetings to learn lessons from the previous day and role-play with team members alternative ways to play out the scenarios.

Methodology:

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:

Industries Profiled:
Financial Services; Retail; Banking

Companies Profiled:
Barbados National Bank Inc.; Scotiabank; Royal Bank of Canada; RBTT Bank; City of Bridgetown Co-Op Credit Union; Butterfield Bank; Barbados Public Workers' Co-operative Credit Union Ltd.

If you purchase Best Practice Database document(s), you will have 30 days from the date of purchase to apply some or all of the cost of the document(s) toward the cost of a Full Access Individual, Pharma, Group or University Membership. Write us at DatabaseTeam@bestpracticesllc.com or call David Guinn at 919-767-9179 if you have any questions.

Achieving Retail Banking "Customer Experience" Excellence

ID: 4869

Features:

Pages/Slides: 17

Published: Pre-2019

Delivery Format: Online PDF Document

Study Overview:

Key Topics:

Sample Best Practices:

Methodology:

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