Client Experience Management
For years, financial services companies have talked about service quality as a differentiator of their brand, but the best financial brands haven’t just talked about quality. The best brands have defined quality standards at every client touchpoint. They’ve monitored the adoption of quality standards throughout the company, measured and applied client satisfaction against operating goals, and executed on a vision for a quality user experience. With Better Bank Quality, Fitzgerald MSI has helped hundreds of banks implement a quality assurance program. Better Bank Quality includes quality audits, multi-channel mystery shopping, standards development, training and rallies, personal quality handbooks and helpful ways to keep the program fresh, and a way of life among your associates.