Satisfying your customers?

1. Expectations

You've conducted exhaustive surveys, listened interminably to customers and responded to what they\'ve said. Surely you have a right to expect:

More glowing customer letters
Friendly treatment from the Press
Enthusiastic staff

2. Typical issues

In reality, you may find:

Compliance rules get in the way of a good experience and service quality
The system drives the experience
Customers get bored with questions, irritated with delays and suspicious of forms

3. How we help

Branch choreography review
Choreographing the customer experience
Managing sales and service
Streamlining sales
Training for change

Challenge: Help a branch network that feared it was becoming the nicest organisation not to do business with, to improve life for its customers and recapture critical mortgage share.

Solution: Devise an award-winning Customer Focus Programme that encouraged more customer-oriented activities, improved sales coaching skills, and engaged managers in delivering "just-in-time" training.

Result: Sales of mortgages, current accounts and personal loans achieved record levels. Measured customer-satisfaction levels increased at the same time.