CHALLENGE
A wealth management bank slipped in customer satisfaction rankings. Faced with lost revenues and market share, they needed to pinpoint where these service gaps were occurring and the extent to which this was taking place.
SOLUTION
Mystery shopped a sample of the client’s wealth management advisers and benchmarked their performance against key competitors. With this information, we upgraded the sales delivery standards, so that advisers would:
- Determine their client’s preferred channel for future communication
- Ensure client data profiles were being accurately captured
- Expand the client’s portfolio of the bank’s wealth management products
- Increase communication and face-to-face interactions with the clients
We also worked with the client’s advertising agency to develop a client welcome kit.
RESULT
The churn rate fell 2%, and revenues from cross selling increased 4.75%.
