The challenge - to revamp an existing customer experience programme among HNWI's
Citi Private Bank needed to re-evaluate and evolve their existing customer experience programme to help them get more actionable feedback from their most important Ultra High Net Worth clients. Having spoken with many customer experience agencies, Beehive was chosen provide customer experience consultancy services and redesign their programme.
The programme began with a deep dive immersion workshop to understand the existing programme and get under the skin of the bank. We then conducted depth interviews with key stakeholders, from the COO to senior bankers to front line staff, around the globe. These findings fed into recommendations for a completely new questionnaire that met the needs of key stakeholders, bankers and most importantly the bank’s clients themselves. Due to the importance of the programme the recommendations for the programme were debriefed to the CEO, who ultimately had the final say.
The recommendations were fully adopted by the CEO, a new programme was set up, and the programme put into field using Citi’s internal system. We were then asked to provide further consultancy to help deliver insight from the results.The client testimonial explains the reasons why we were chosen for this customer experience consultancy project.