Reinventing The Customer Experience


  • Initiated a new branding campaign across the entire company
  • Difficulty in implementing the new campaign at the retail branches
  • Brand experience and brand positioning were incongruent
  • Missing performance measures to evaluate brand performance within the retail locations


  • Identify the core areas that need to be focused on: Branch Operations, Marketing and Customer Service
  • Redesigned branch network to connect with ideal customer segments‘
  • Developed new branch concepts to better target desired customers
  • Re-organized positions and processes to better align with customer needs within desired segments


  • Redesigned branch operations reduced personnel costs by 40%
  • Created diagnostic tools to measure brand experience perceptions for retail branch customers
  • Implemented measurement tools to continuously measure processes, roles and performance within each retail branch


Case Study Chase BuyWay