Case Study: Transforming Customer Communications

A Fortune 50 financial services client wanted to enhance their customer experience and customer relationships through a company-wide process for improving customer communications across all touch points.

We helped create a multi-year roadmap and implement changes to transform communications across letters, email, statements, websites, call scripts, ATMs, and more —including:

	Guide customer and stakeholder research: to ensure that approaches developed by the project working group resonated with the key internal and external audiences.
	Create communications Standards & Guidelines: to provide the foundation for consistent customer messaging across the entire company. Write & edit communications to reflect best practices: to demonstrate principles and provide concrete examples that communicators could use as templates and models.
	Design & lead writing workshops: to build awareness and train team members.
	Design & maintain a company-wide intranet portal: to educate almost 200,000 employees with a 100+ page web‐based learning platform.
	Develop annual communications plans: to prioritize messages, audiences, and mediums.

	Transforming Customer Communications
	Getting Your Company on Board to Improve Customer Communications (pdf)

The comprehensive program we helped to develop and our continuous hands-on support have reaped tangible results and continue to advance our client’s goals for servicing excellence. Improved communications have impacted over 90 million customer touchpoints, and surveys have registered a notable boost in customer perception of written communications.

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