How KeyBank Made a Brilliant Comeback After Frustrating Customers

Several months ago, KeyBank has been focusing on delivering an excellent customer experience, improving their customer satisfaction rate, and minimizing customer churn rates – made changes to the ATM software which allowed clients the freedom to choose their bill denominations. Historically, ATMs only provided twenty-dollar bills, regardless of the amount of the withdrawal. To exceed customer expectations and provide clients with more options, KeyBank upgraded the ability for clients to select from several denominations: $10, $20, or $50.

Unfortunately, the selection screen was neither intuitive nor easy for customers to navigate and the selection process led to unhappy customers and an overall bad experience. The ATM would default to $50 dollar bills if the user didn’t choose otherwise, which frustrated KeyBank’s clients. Through customer feedback, via customer satisfaction surveys, KeyBank recognized this frustration along the customer journey, and using this valuable insight, they immediately took action to improve the software. However, the software installation would take several months to implement, which could lead to fewer positive customer interactions. KeyBank made the decision to send personalized emails to every client who expressed frustration in their feedback. This personalized email let them know they were heard, that the bank was actively working to fix it, and included a gift card to Starbucks.

Not Done Yet

After the software was improved, KeyBank sent a final message to these clients saying, “You Spoke. We Listened – thank you for your feedback! Thanks to you, our ATMs have been improved.”

As a result, KeyBank has seen a dramatic improvement in their ATM client satisfaction scores, and numerous clients thanking them for actually listening to them.

This is a great example of KeyBank being a zero-risk company to do business with by listening to their customers, acknowledging their frustration, and implementing the necessary improvements.

Zero-risk doesn’t mean you never drop the ball, what it does mean is that when you do, you make it right, often creating more loyal customers as a result.

*Register for our New CXO Academy Class starting this fall 

Episode 77 of the CSRevolution Podcast – Turning Upset Customers into Brand Evangelists

Quote of the Week

“The brands that don’t invest in customer experience are the ones that their leaders don’t understand the financial impact CX can have.”

CX Video Clip of the Week

What is a better investment: advertising or Customer Experience training?

Only 7 More Days for Early Bird Pricing for the 2022 Customer Service Revolution Conference

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This year’s Customer Service Revolution conference will be the best one we have ever put on. We expect to break our all-time attendance record! Take advantage of the low early bird pricing before it’s too late:

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*Speaker Lineup Announced April 1st!

We Have Added a New CXO Academy Class Starting This Fall

As a result of our 2022 Customer eXperience Executive Academy (CXEA) selling out. We have added a second class that will start in September 2022. The CXO Academy is a 12-month part-time program. The CXO student is required to attend quarterly 3-day intensive training sessions, in Cleveland, as well as participate in virtual meetings twice a quarter. Quarter 1 is September 13th – 15th.

Having worked with the top Customer Service organizations in the world, The DiJulius Group’s CXEA course gives you both theoretical and practical experience on how to elevate the levels of service at your company. With the increasing need for the Customer eXperience Executive in businesses today, the CXEA teaches the X Commandment Methodology, which covers all facets and responsibilities that fall under Customer Experience. Unlike any other institution, the CXEA’s focus, strictly on the Customer and Employee experience, prepares leaders to champion change at any company, regardless of industry.

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About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.