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For Customer Experience Professionals

Case Study: How Credit Suisse Made Customer Experience Matter

May 27, 2008

By Craig Menzies with Benjamin Ensor, Angela Beckers

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Why Read This Report

In 2004, Credit Suisse was struggling with poor customer satisfaction results and a lack of clear differentiation from its competitors. Enter a fledgling customer experience group started by three committed and passionate customer experience believers who, using a series of innovative and practical tactics, produced millions of dollars worth of cost savings, increased branch ATM usage, won multiple awards, and — most important of all — helped change the way that Credit Suisse thought about customer experience design.
Tags: Accessibility, ATMs, Banking, Branch Banking, Cross Channel Strategies, Customer Experience Management, Financial Services, In-Store Technologies, Multichannel Customer Experience, Web Design & Usability
US $ 499
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TABLE OF CONTENTS

  • Situation: Credit Suisse Neglected Effective Experience Design
  • The Fledgling Customer Experience Team Had A Clear Vision For The Future
  • Results: Credit Suisse Has Achieved Outstanding Returns

  • RECOMMENDATIONS

    How To Apply Credit Suisse's Best Practices
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