First direct customer service case study

Decrease churn. Increase customer lifetime value. Reduce cost to serve. Attract and retain talent.
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Case study: First Direct

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First Direct (A) [10 Steps] Case Study Analysis & Solution

Describes the operations and strategy of the world's largest, fastest growing branchless bank. Using a person-to-person interface over conventional phone lines, First Direct provides standard banking and related financial products to nearly , customers throughout the United Kingdom. By employing a sophisticated customer information system and a highly educated workforce on the frontline, the bank has achieved customer satisfaction and retention levels that are roughly twice those of its nearest competitor in either direct or traditional retail banking services. This outcome was achieved through the use of information infrastructure to personalize services, model preference profiles, and cross-sell relevant products in the course of over-the-phone banking interactions.
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The Forgotten Challenger Bank That Is Still Disrupting Banking

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After the first full year of implementing a comprehensive customer service training and development initiative, this wireless retailer experienced improvement in the consistency of sales and service, and dramatic business results. In , the global banking industry was crippled by recession, marked by the failure of over financial institutions in the US alone. This case study examines how a Credit Union used Customer Experience to not just survive, but flourish, during that time.
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