May 27, 2008
Case Study: How Credit Suisse Made Customer Experience Matter
This is the third document in the "Experience-Based Differentiation In Financial Services" series.
by Craig Menzies
with Benjamin Ensor, Angela Beckers
Executive Summary (This is a document excerpt)
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.
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Recommendations
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Forrester interviewed two members of the Credit Suisse customer experience team: Manager of the Customer Experience Team David McQuillen and VP of Customer Experience Bojan Blecic. Related Research Documents
April 3, 2008
January 2, 2007
March 31, 2006 |
Situation: Credit Suisse Neglected Effective Experience Design
Credit Suisse Didn't Realize That Experience Design MatteredFind Documents In Related CategoriesThis document falls under the following categories. Click on a link below to find similar documents.
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Original air date: Friday, May 23, 2008
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