Fifth Third Bank 2007 Annual Report Download - page 9
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Please find page 9 of the 2007 Fifth Third Bank annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.Customer Experience
ContinuingtoimprovetheCustomer
Experienceremainsoneofourtop
strategicinitiatives,withourultimate
goaltobuildcustomerloyalty.Loyal
customersareincrediblyvaluableto
FifthThird,astheyaretwiceaslikely
tostaywithusoverthelongterm,hold
higheraccountbalances,andpurchase
moreproductsandservices.We’re
workingtoincreasecustomerloyaltyina
numberofways.
In2007,wesignicantlyimproved
oursalesandservicestrategytoenhance
ourstrongculturebymovingtoamore
consultativeapproach.Thegoalisto
ensureourcustomers’totalneedsare
beingunderstoodandmeteverytime
weinteractwiththem.Throughgreat
service,weearntherighttoprovide
adviceandbecomethecustomers’
trustedadvisor.Thisnewstrategyhas
drivenatremendousincreaseinservice
levels,resultingina30percentincrease
inoverallcustomerloyalty.Thishas
alargeimpactonourcross-selling
ability,asourloyalcustomersaverage
20percentmoreproductswithus.
Wealsohavedevelopedanewapproach
tothewaywehandlecustomerissues.
Oneofthemostimportantaspectsof
retainingloyalcustomersliesinour
abilitytoprovideproblem-freeservice.
Butwhenaproblemdoesarise,it’s
evenmoreimportantthatweaddressit
quicklyandefciently.Wearecommitted
toprovidingbetterserviceandensuring
thatwhenaproblemarisesitisdealtwith
decisivelyandonlyonce.
We’vetakenanumberofstepsto
improveourhandlingofproblemsthis
year,includingtheintroductionofa
centralizedteamtohandleparticularly
complexissues.OurnewEscalation
Centersupportsourbranch-level
personneltodriverst-contactresolution
ofissueswhereverpossible.
In2008,wewillcontinuetoevolveour
salesandservicestrategyacrossallareas
ofthebusinessandincorporatefeedback
fromourcustomers.Bydeveloping
abetterunderstandinganddeeper
relationshipswithourcustomers,wewill
continuetodrivestrongcustomerloyalty
and,ultimately,protabilityfortheBank.
apprOaCh
Celebrating 150 Years |