By designing a new set of customer directed standards we embedded a consistent approach to differentiated delivery
The Co-operative Bank is established as the UK’s leading ethical bank. However, employees interpretation of how to deliver this valued differentiation varied. Consequently customers were not able to experience the value where it mattered most to them.
Working with The Co-operative Bank’s customers and colleagues, we designed a new set of Customer Standards against which all business and customer activity can be bench-marked.
This ensured the valued differentiation of the bank is experienced by customers where it matters most.
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