Success Brief: Commercial Debt
Focus on improving customer experience drives process efficiencies, greater customer repurchase and retention, and employee loyalty for this $30 billion commercial real estate lender.
With four major divisions spanning three continents, this commercial lending division of a Six Sigma®-driven Fortune 5 conglomerate identified a need to improve the process of managing customer experiences, relationships and satisfaction.
Touchpoint Mapping, including internal research across regions and functions as well as external research across segments, identified customer levers and needs within each stage of the Customer Relationship Lifecycle. We provided the team with a 360 degree perspective on, and metrics to define, the entire customer experience. Analysis highlighted touchpoint paths, gaps and disconnects, redundancies and overall performance.
MCorp identified a series of major findings, including lack of organizational knowledge, significant gaps and disconnects between internal and external perspectives of touchpoint value, and lack of quality and consistency of customer experience that varied wildly from one office to another.
Among several prioritized recommendations, we focused on defining roles and responsibilities of loan team members in support of the customer experience. We also defined best practices organization-wide, and implemented these through a series of "road show" presentations, Touchpoint Workshops, and train-the-trainer sessions.
As a result, major experience and process gaps were quickly addressed both internally and externally. Touchpoint teams initially trained by MCorp monitored and improved customer experience efforts organization-wide, integrating touchpoints into Six Sigma Quality initiatives.
