206: The Key to Keeping Your CX TOMA (Top of Mind Awareness)
Summary
In this episode Chief Revolution Officer John DiJulius talks to Kevin Sloan, Executive Vice President, Head of Retail Banking, for KeyCorp. As Head of Retail Banking, Kevin Sloan leads the execution of KeyBank’s retail relationship growth strategy centered on helping clients and communities thrive. His responsibilities include leading 5,500 teammates across Key’s 950 branch offices, its Business Performance, Support & Enablement team, and its Client & Teammate Experience team. He is also a member of KeyCorp’s Executive Council.
Takeaways
- Why KeyBank focused on the client experience
- What did Key do to transform their client experience
- What was the return on investment for Key
- How did Key keep the client experience momentum going years after
Chapters:
Links
Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/
Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/
Employee Experience Executive Academy: https://thedijuliusgroup.com/project/exea/
Interview Questions: https://thedijuliusgroup.com/resources/
The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/
Experience Revolution Membership: https://thedijuliusgroup.com/membership/
Schedule a Complimentary Call with one of our advisors: tdg.click/claudia
Secret Service Blog: https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/
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