First Tennessee Bank of the USA, a leading nationwide, independent, high-performing financial services institution surveyed employees and customers at its branches and analysed the financial performance of each branch. Results showed that the bank, by meeting employees' needs, encouraged employees in turn, to provide more value to customers. Internal research revealed that customer retention drove profitability and that customer satisfaction strengthened if employees were retained longer. The su...

BPIR Categories

9.6.3 Develop work & family work/life support systems
9.10.2 Analyse the impact of rewards/training/well-being
14.1.5 Analyse performance data.

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