decision point approach
- We started out with key stakeholder focus groups for a thorough grounding in the company’s mission, long range goals, and their history of outreach and support in the communities they serve.
- To gain a more complete understanding of customers’ perceptions of our client, their service expectations, and what they value most from a community-based financial institution, we conducted focus groups and an online study with all our client’s customers to quantify the findings.
actionable results
- Our study results indicated top consumer needs and service expectations along with what they value most in selecting a financial institution.
- We identified key existing pain points with different types of customers and provided clear recommendations of how to grow relationships with their customers.
