Case study 2, How Summit Consulting Ltd helped realign Customer Experience for a Regional Bank
A regional bank was losing customers due to outdated processes and a lack of personalized service. They had invested heavily in technology but failed to see results because their customer experience was inconsistent.
Summit Consulting introduced to them the customer experience model.
By using a customer-centric transformation model, they realigned their entire approach. The bank began by mapping out the customer journey, identifying friction points like complicated loan application processes and poor follow-up after transactions. They empowered their front-line employees with the authority to resolve customer issues in real time and launched a feedback system that allowed customers to provide instant input.
The result? Customer satisfaction scores shot up by 40%, and retention rates improved within six months. All by focusing on the real experience of the customer, not just technology alone. They were able to notice this transformation with good indicators like cross-selling products, referral rate, month-on-month customer transaction frequency, etc.
Free Summit Template, Customer experience transformation template
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The summit dashboard template provides a clear and structured way to organize and implement a customer experience transformation, making it easy to track progress and deliver results.
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