Nationwide Bank: Increased Deposits By $23M

CHALLENGE:

Nationwide Bank wanted to grow its book of business and number of relationships per household by identifying key drivers of customer enthusiasm across its internal and outsourced phone centers, branch and digital channels.

 

SOLUTION:

Weber researched customer interactions to identify gaps and drivers of customer enthusiasm, built a consistent experience flow, and interspersed “wow” moments that gave reps the freedom to sound like a real human being instead of a robot. Finally, we established accountability through consistent coaching, evaluation and feedback.

 

RESULTS:
  • Increased deposits in the first quarter by $23M
  • Increased retention by 40%
NWB_Case-Study