Are we Exceptional???
Posted on Wednesday, September 04, 2013
I must confess that I am fascinated by our internal analysis of the time it takes us to process a loan through our review process and get it approved and closed, and have been spending a lot of time thinking about what this means.&<2288; Our senior management team has been digging deeply into the business book, Journey to the Emerald City, and spent quite a lot of time considering our collective views about the bank’s core beliefs, i.e., what are the things we believe are REALLY, REALLY IMPORTANT to the bank’s long-term success.&<2288;
Top of our collective lists is the concept of creating a consistently extraordinary, exceptional client experience.
This is job number 1 for everybody here at the bank.&<2288;
We all believe that it really matters, and I personally believe it is the razor’s edge separating mediocrity from excellence in terms of growth and profitability.&<2288; However, I wonder what these statistics say about our reality, i.e., how well we are delivering on the concept of delivering an exceptional client experience?
I am curious to hear from you about this.