A large financial services firm wanted to add value for customers, but found it difficult to get employees to share customer information across channels.
What We Did:
S4 introduced a Voice of the Customer program which brought key executives and operational leaders of customer organizations into the company for meetings designed to educate employees on what it’s like to deal with the company from the customer’s perspective.
In response to hearing customers describe their needs and frustrations, the firm implemented several immediate operational changes. Customer loyalty and satisfaction levels increased substantially. Information sharing across business units also improved as employees understood that customers’ needs and expectations could not be met unless all business units had access to critical customer information.