Featured Industry Banking

Client

Leading North American Bank

Challenge

  • Reduce customer defections
  • Improve customer climate
  • Increase revenue from fee-based products

Brookeside Approach

  • Customer climate feedback (branch level)
  • Leadership training for branch managers
  • In-branch action teams
  • Cross-branch learning

RESULTS

Increased customer retention (92% of target customers)

40% increase in revenue from fee-based products in one year

20% improved profitability from branch operations in one year

Client

Global Bank

Challenge

  • Restructure the Corporate Bank for improved customer focus
  • Identify and meet the full range of needs of target customers
  • Develop teamwork among account managers and product sales groups

Brookeside Approach

  • Feedback on customer needs and perceptions of bank services
  • Retraining of relationship managers
  • Redefinition of product expert role to support “total team banking”

RESULTS

65% increase in product applications

Improved customer climate

Increased revenue per customer

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