TRANSFORM A TRADITIONAL RESEARCH STUDY WHICH LACKED INTERNAL STAKEHOLDER SUPPORT INTO A RELEVANT, DYNAMIC AND INSIGHTFUL ACCOUNT MANAGEMENT TOOL, ONE THAT WOULD ULTIMATELY ENHANCE THE CUSTOMER EXPERIENCE.
We transformed the existing program from being a ‘research study’ to a ‘business intelligence process’ that could be used to tangibly improve the customer experience and ROI by including share of wallet questions, business risk and growth measures.
129 customers were identified as ‘At Risk’ of leaving the bank
Of these customers were retained by the bank.
Of those interviewed for the study asked for their Relationship Manager to contact them with regards to unmet product needs. This resulted in a revenue uplift of 18% amongst these customers.
Of customers that hadn’t been asked for a referral were prepared to offer new business referrals, this equated to 391 customers offering new business leads.