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분야
pptx1.Competitive Positioning
2.Tangible Difference
3.Intangible Difference
Each customer was assigned to a small team of branch bankers. Employees work together and serve their customers, sitting close physically.
Branch Design
The bank’s interior looked like ‘an advertising agency’ or ‘a smart hotel’. By using this modern interior design, the bank could give cosy, comfortable, and welcoming feeling to the customers. Eventually, these changes helped interaction with customers.
Details
Even small thing has differentiated character (i.e. Business card had pictures and it look like old family photo.)
Human Resources
Selection: Employees who ahs both banking skills and social abilities.
Training: Employee’s development is their own responsibility.
Incentives: Stock incentives, one-time payment, and raise incentives
Metrics and Financial Results
Qualitative and quantitative research on customer satisfaction.
Communications
They invest in employee, system, and infrastructure.
Communication come from all direction at once, not just cascade down from above. All employees were invited every third year to the bank’s strategic meeting.
