How to enchant the customer journey in an agency?

customer experiencestrategy & marketbankingservices
Écrit par CLEMENT MILLET

business cases > local banking

LCL is one of the leading urban retail banks. As part of a program to reconfigure its network, the bank wishes to reinvent its promise of branch service.

Challenge

  • Exploring the expectations and needs of clients in terms of support in the banking transfer process

  • Identifying the levers of differentiation allowing LCL to enchant the customer journey in the branch

Solution

  • A qualitative insights collecting system from 45 customers and prospects

  • Monitoring of 5 target groups

  • A video scripting the customer journey’s anchor, irritation, and rupture points

The Benefits for our Client

  • A co-constructed customer journey, adapted to the network’s reconfiguration

  • Attributes defining the new agency’s value proposition

CLEMENT MILLET
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