To address customer retention issues Wachovia Bank, a US financial services company, recognised that performance shortcomings could not be solved by management fiat and launched a programme to survey thousands of customers using the bank's branches, call centres, and web site each week, Surveys were followed up by phone to ask a subset of customers to rate the quality of their experience. The results were tracked and each branch was ranked by its customer loyalty score. By tackling the problem a...
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