We first developed an inspiring and differentiated (v/s competition) experience vision. Its definitions across the different service dimensions reflected the elements that would be central to on ground delivery and the key aspects that would guide customer interaction.

1. Case Study: Brand Strategy

2. • Customer Experience Re-design For A Financial
Services Firm
Set on realizing ambitious growth targets within a fast crowding and
highly competitive banking sector, our client wanted to build and leverage
a highly differentiated and superior customer experience for equity
building and competitive advantage. In addition, they also wanted to
develop a customer credo, focused on customer interaction guidelines to
ensure delivery of the customer experience.

3. Using the Leapfrog proprietary customer experience
toolkit:
We first developed an inspiring and differentiated (v/s competition) experience
vision. Its definitions across the different service dimensions reflected the
elements that would be central to on ground delivery and the key aspects that
would guide customer interaction.
Via specially designed workshops involving multi functional teams, the
differentiating elements were translated into specific desired behaviors in
customer interaction. A set of marker initiatives (highly creative, stand out
ideas - that would help underline the differentiated experience and help drive
customer perception of the experience) were also designed. The combined
effect of the marker initiatives as well as customer interaction guidelines would
then work together to impactfully deliver the desired customer experience.

4. Source:
http://leapfrogstrategy.com/customer_experience_re_design_for_a_financial_services_firm.asp
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