SITUATION:
United Community Bank (United), who has built their culture as The Bank that SERVICE Built – and
is recognized as one of the industry’s top performing banks, was seeking an increase in new customer
acquisition, core deposit growth, cross sell expansion with existing customers and market share.
SOLUTION:
One of the keys to their success was a service quality program through Customer Service Profiles (CSP)
that measured and tracked the customer experience utilizing actual United customers to provide in-person
evaluations after a recent banking experience.
RESULTS:
CSP’s program has provided many benefits, but the area that has really impacted United's bottom
line is the improvement in Needs-based Selling which has a direct correlation to the increases in customer
satisfaction and advocacy scores.
Craig Metz, United’s EVP of Marketing commented, “CSP has had a major impact on everyone
in the organization in assessing and responding to customer needs which has improved our core deposit
growth, cross sell effectiveness, retention and market share."
|
|
Find out how CSP can take your performance
to the next level.
Call John Berigan today (800) 841-7954, ext. 101, or visit
www.CSP.com to learn more about CSP’s “Voice of the Customer.”
|
|
|
|
