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Our client, a leading PSU Bank, had a strong brand presence. However, they were not able to capitalize on it and increase market share.
We approached the solution through our Organizational Culture program by building a mass transformation program for 2.6 lakh employees. The program was interwoven with their core values, customer-centricity skills, digitalized mindset and selling skills.
The Mystery shopping Results came back with 80% satisfied Customer calls. The Pilot group showed 87% positive feedback (3000 out of 3440 employees). The branch visits showed a score of 96.88%.
A leading Private Bank had to come up with a Customer First Business Strategy and define Customer Experience. Once the definition was in place a strategy had to be created.
We used our Learning Solutions to create a common definition and language for customer experience. We defined key behaviours for the entire organisation. This approach helped align the entire bank (26000) towards a Customer First initiative.
The results were reflected in the Customer First Town Halls covering 15000 employees. Customer First awareness was built through documented stories. The IMRB survey of 2018-19 showed that the scores went up from 76% to 88%, on Customer Loyalty, in the top two-parameter scores.
A leading player in the Banking space was facing a challenge in getting their employees to utilise their digital platforms to drive and enhance sales despite the availability of world-class tools. They could not achieve a healthy balance between leveraging tools and human intervention.
Our approach was two-pronged. We started with professional enhancement to bring in the Change Management required at all levels of hierarchy at the organisation and flowed it up with Performance Improvement.
The increased awareness of the data, consequent analytics, and the Change Management discipline gave a focus to driving enhanced sales figures and better Customer Relationship Management. Through continued usage of these tools, the organisation was able to highlight a YoY improvement.