Identify levers to reinforce the experience and differentiation in wealth management
A financial institution wanted to understand how its private banking customers experienced their relationship with their manager, identify strengths and areas for improvement, and reinforce a value proposition based on proximity, trust and excellence.
We conducted in-depth qualitative interviews with current customers. We explored expectations, perceptions, emotions and key moments in the relationship with the manager. Based on the insights, we facilitated strategic sessions with internal teams to review positioning, service, processes and internal culture.
A deep listening approach that allowed the organisation to align its value proposition with the real expectations of demanding customers, strengthening trust and personalised service as strategic pillars.
