Programm Adler success story · Deep dive · 2021
Putting the customer first.
Board initiative in the Volksbank association – sales & corporate banking
All 9
member banks involved
- 3streams: instructions · credit process · collaboration model
- 5cornerstones for a uniform end-to-end process
From the working group’s project documents, March 2021
The challenge
When every location gives the customer a different experience.
In a group of independent banks, customer satisfaction does not become consistent on its own: processes, service quality and the sales approach differ from bank to bank. For the customer, this means an inconsistent experience – and for the association, untapped potential. A seamless customer process within a banking group is therefore not a formality but the lever.
The management board turned this into a clear initiative: put the customer consistently first, make the points of friction in sales visible and raise satisfaction across the association – not as a declaration of intent, but measurably and in a way that could be implemented.
My approach
First understand where things are stuck. Then act.
Identifying pain points
Analysis
Recorded the specific points of friction in sales – wherever the customer experiences effort, waiting time or a lack of clarity.
Assessing gaps across the association
Comparison
An association-wide gap analysis across the banks – to make differences in service and process verifiable instead of assumed.
Optimisation & implementation
Strategy & operations
Developed an optimisation strategy and embedded the resulting insights in sales – from concept to day-to-day practice.
Customer satisfaction is not a slogan.
It arises where friction disappears.
The result was not a glossy brochure but a reliable picture of the actual pain points in sales, and a strategy that could be implemented within the association – with the customer as the benchmark, not as an afterthought.
Your next step
Do you really know where your customers experience friction?
Most organisations know their pain points roughly. The difference lies in making them verifiable – and building a strategy from them that holds in day-to-day business.
Let us use 30 minutes to clarify where your biggest lever for customer satisfaction and sales lies.
Book a first conversation View success storiesOr write directly to office@slotta.at.