Strengthen Working Relationships To Impact Your Business Outcomes

The management of a major retail bank, XYZ Bank, was concerned about statistics that suggested a gradual weakening of customers’ relationships with the bank. Over a six-month period, the percentage of customers who maintained 100% of the total value of their deposits with the bank decreased significantly, from 37% to 29%. The corresponding decrease for personal loans went from 43% to 39%. Recognizing that service is the key differentiator between competitors, the bank commissioned a study using one of NBRI’s customer surveys to identify aspects of the service culture that could be leveraged to address the problem at hand.