How a Respected Bank Almost Destroyed its Reputation with Poor CX
The Financial Brand, article by Chris Hodges
Management at a large, 100-year old bank had lost touch with customers. Feedback mechanisms were so bad that they actually hurt satisfaction. The institution reversed this downward spiral just in time with a concerted, high-level effort that has begun to improve satisfaction scores.
Keep reading the full article for more insight into how J.D. Power helped improve acquisition and retention by advancing them through the Customer Experience Maturity Model.