The project looked at both process and values, the challenge being how do you improve experience whilst aligning to the core values that a small bank places pride in.
A mixed methodology including quantitative, qualitative and workshopping delivered solutions across the business to improve customer experience.
BENEFITS OF CUSTOMER CLOSENESS
We were able to involve employee right from the beginning of the process, they not only went on the journey with Brand Ignite. They were integral to it. Meaning they live and breathe the improved experience.
It also included the development of a brief for a brand new IT infrastructure. All leading to the ability to attract and retain customers.