Inside Story for Banking for Customer Service

SCENARIO

The client, an international bank, wanted to become Malaysia’s most preferred bank through the customer experience.

 

Tack TMI introduced the concept of an “On-Brand” culture that build the brand, employee engagement, and revenue.

Bank key details on customer experience

RESOLUTION

 

– Net profit rose by 7%
– Customer wait times fell by  59%
– The error rate went down 93%
– 7,000 Improvement ideas were implemented within 1 year

WE BELIEVE IN THE INDIVIDUAL

Interested to adopt similar strategy to your organisation? 


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