For Customer Experience Professionals

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	May 27, 2008 Case Study: How Credit Suisse Made Customer Experience Matter by Craig Menzies with Benjamin Ensor, Angela Beckers	Average: 10  (2 ratings)

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Executive Summary

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.

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
• Related Research Documents

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