Case Studies

Multi-national bank

Performance is created through clear, predictable moves.

Situation:

A cross-border European bank was looking to retain clients and maintain market share. These goals were in the face of deregulation and changes in market structure driven by the Internet.

Approach:

We developed a business-planning process for managing daily contacts with customers. These were based on branch-level perceptions of employee and customer satisfaction.

Change:

Based on our analysis, we were able to help them create an aggressive strategy that resulted in:

  • Moving from being unprofitable to becoming one of the most profitable in the region
  • The bank enjoying best-in-class levels of employee satisfaction, leading to a high-level of customer focus