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Service quality research with real senior management buy-in

We built and executed a program of customer satisfaction and competitive intelligence tracking for a large regional bank that wanted to stay focused on those areas most affecting its customers' satisfaction and loyalty. Major findings from this research were reported throughout the organization, from bank chairman to front line tellers.

Everyone was accountable for affecting change and our research was used as the impetus for making it happen. From our results grew ongoing marketing strategies which increased the bank's share of wallet, and training programs that improved the overall customer experience.
 
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