Optimize the Client Experience at Retail
Situation
Large bank was looking to grow share of business in commercial banking market based on a superior service proposition. The requirement was a daily update on client experiences through a dashboard with coaching and feedback channels for client facing staff.
Approach
Implement a real-time dashboard for flexible and timely feedback on KPIs and irritants taht is fed to relationship managers to regional directors.
Facilitate training and use of insights to make differences in the delivery of service. Clear trend reporting with the ability to filter on key variables and simple access to individual customer feedback
Outcome
Raised the profile of the customer satisfaction program and obtained buy-in from c-suite.
Delivered fast, actionable feedback, resulting in higher front-line engagement
Achieved effective and easy dissemination of information, allowing for deeper strategy and implementation focus
Improved KPI’s within 14 months of launching the program
Global website evaluation and localization
Situation
A global brand wanted to identify issues, strengths, and weaknesses of their redesigned website. There were two concepts to evaluate on multiple platforms in five countries.
Approach
We performed a nine country expert usability evaluation and localization review of the redesigned responsive website across four regions. We completed evaluations of both concepts on multiple platforms in each country, following use cases and visiting all pages.
Outcome
We analyzed and delivered global findings for all countries, including individual country insights. Country recommendations included uncovering language and terminology issues as well as specific localization insights that included content and imagery references. Additionally, we provided platform-specific opportunities to maximize the interaction of those devices.
Expand into new markets and verticals
Situation
Client wanted to leverage strong domestic brand into new verticals and U.S. expansion.
Approach
A market landcape study was conducted to understand customer needs and uncover any white spaces that could be leveraged. An assessemnt of the competitive landscape, along with perceived strengths and weaknesses, was conducted. A combination of desk research, stakeholder interviews and quantitative research were employed.
The second phase of the project involved testing concepts developed by the client to understand brand positioning, pricing and distribution options. The results from this phase fed into the business plan for launch that we helped develop.
Outcome
The client ultimately did launch into the U.S. but on a more limited scope than originally planned. This was in part to the research that showed the strong brand loyalty that existed among current brands. Initial projections on the uptake of the new offers were too oprtimistic and heavily influiencd by the brand strngth in the domestic market.