Example: Financial Services

The MarketView AssessmentSM helped build consensus among management around the overall vision and growth objectives for the merged bank. The Brand DiscoverySM isolated the equity in the current brands and the perceived threats and opportunities around a “merged” customer experience. In the Customer DiscoverySM, benchmark metrics were established around critical touchpoints and the satisfaction of target customer segments throughout the customer experience. Opportunities to enhance the experience and drive immediate growth resulted.

		Management of a regional bank that merged with another was faced with branding decisions and integration issues that would immediately affect customer retention, penetration and acquisition. This also presented an opportunity to enhance the overall customer experience for the merged bank.
	Business Challenge

	Our Approach	Apply three of our TPUs to create a foundation for change and action.



	Results	The MarketView AssessmentSM helped build consensus among management around the overall vision and growth objectives for the merged bank. The Brand DiscoverySM isolated the equity in the current brands and the perceived threats and opportunities around a “merged” customer experience. In the Customer DiscoverySM, benchmark metrics were established around critical touchpoints and the satisfaction of target customer segments throughout the customer experience. Opportunities to enhance the experience and drive immediate growth resulted.