Strengthen Loyalty + Engagement

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A large regional bank wanted to gain share in the Business and Commercial segments by identifying acquisition and cross-sell opportunities.

Challenges: Less than 10% of all businesses shift banking relationships in a given year, and most new business is given to current banking partners. Needed to test for relationship factor among hard-to-reach business banking clients.
Approach: Customized solution where feedback is gathered from executive decision makers on current bank and 6 top competitors.
Identified market opportunities for bank to improve relationships with top tier clients.
Outcome: Bank aligned specific solutions to address unmet client needs such as better cash flow management and supporting client growth goal. Also developed a training program for relationship managers to improve customer experience and attract new relationships.

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