This document discusses how banks can improve customer service during "911 moments", which are critical incidents like a stolen wallet that require immediate assistance. It finds that 62% of problems are fully resolved on the first interaction, but 28% require multiple interactions. Five principles are outlined for addressing 911 moments: assume all customers will have issues, see these as opportunities, empower frontline staff, learn best practices, and create a specialized response team. Data shows resolving issues quickly in one interaction builds higher customer confidence and trust in the bank. The document advocates integrating early warning signals to identify and address problems proactively.

1. ​Dr. Patricia A. Sahm & Deb Holton
#CGInsight I @InspiredbyCG
BANKING’S 911
MOMENTS OF TRUTH

2. HELP 911
​The moment of truth,
​when the call is made.
​WHAT DO YOU DO?

3. STOLEN WALLET
911 SCENARIO:
No
Debit
Card
No
Credit
Cards
No
Cash
No
Photo
ID

4. 1 out of 3 customers
experience a problem that was not completely resolved.
62%
20%
18%
62% of problems were
completely resolved…
7%
22%
43%
28%
…of those
resolved, 72%
of problems
required 2+
interactions
Problem Resolved
Problem NOT Resolved
Problem Partially Resolved
5+ Interactions
3-4 Interactions
2 Interactions
1 Interactions

5. Resolved in
ONE Interaction
Resolved in
2+ Interactions
NOT Resolved
22%
74%
4% 10%
66%
24%
1%
36%
63%
No ImpactMore Business Less Business or Ended Relationship

6. • How did it change your
opinion of the company?
• Have you or are you likely
to do more business with
them?
Describe a memorable
customer experience:
• How well do you think your
bank handles customer
needs?
• What could your bank do
to provide better service?
Compare that to your
personal bank…

7. Five key
customer experience principals:
Assume every consumer
will have at least one 911
moment
Welcome 911 moments as
opportunities
Empower your front line
and make sure a single
person can solve a problem
Learn from the best and
identify best practices
Develop your own 911
SWAT team to train and
consult with your care
center

8. PREPARE & OBSERVE
FOR 911 MOMENTS

9. Banks have one shot
to earn customer trust and confidence.
38%
Resolved in 1
Interaction
I have higher confidence in my bank since
I know the problem will be resolved quickly
17%
Resolved in 2+
Interactions
51%
Resolved in 1
Interaction
I feel like a valued customer 24%
Resolved in 2+
Interactions
22%
Resolved in 1
Interaction
I implicitly trust the bank and my
relationship with it is now stronger
10%
Resolved in 2+
Interactions

10. INTEGRATE
EARLY WARNING
SIGNALS
• Notifications
• Tools
• Customer
Driven-model

11. BANKING 911:
Moments of Truth

12. Carlisle & Gallagher Consulting Group, Inc.
CONTACT US
Carlisle & Gallagher Consulting Group, Inc.
5601 Granite Parkway, Suite 1000, Plano, TX 75024
O: 704.936.1600 | insight@cgcginc.com
www.carlisleandgallagher.com | @InspiredbyCG
By: Dr. Patricia A. Sahm & Deb Holton
E: deborah.holton@cgcginc.com