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

“We not only increased customer retention, we reduced staff turnover, gave a big boost to revenue and improved the operating profit of the experimental branches.”

          -Top executive

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

“This effort has resolved years of conflict between the product sales groups and our senior account officers and put us on the right track with our major customers.”

          -Executive Vice President