Situation

The new customer attrition rate was creeping beyond acceptable levels due to a lack of awareness and effective communication between branch staff and their customer base, and something had to be done.

Team Engagement Strategy

A team of frontline branch staff was put together and tasked with brainstorming, sorting and prioritizing ideas for keeping new customers engaged with their banking products and used Rapid Action, a team-based project management tool, as the foundation for their efforts.

Rapid Action Project Charter

How can we improve our branch employees’ and CEC agents’ usage and understanding of our channels to reduce new account closure and enhance customer experience in order to reduce attrition and boost revenue?

Sample Solutions Implemented

1. Surveyed employees on their use and understanding of product features to identify where to focus the team’s efforts.
2. Implemented an account-opening checklist, product cheat sheet and 3 for $10 promotion.
3. Created job aids to support channel usage tailored to customer needs.
4. Launched “product of the month” training in branches and CEC.