At PNC, our customers are at the center of everything we do. When we say “the Experience Matters,” we aren’t simply sharing a catchy phrase, but rather we are referring to a shared vision that guides PNC’s employees to work together to deliver the best possible customer experience.
Now in its third year, the Office of the Customer is continuing to deliver on the company’s customer-focus corporate value. PNC recognizes that delivering exceptional customer service is what all customers deserve and that it also can provide a competitive advantage.
Regardless of where an employee works in the bank, it is his or her responsibility to deliver an exceptional customer experience, and when issues occur, to ensure that all customer issues are brought to resolution in a timely manner.
The Office of the Customer introduced several programs in 2016 to further drive a customer-focused culture. It launched new tools to help employees understand how their interactions affect individual customers and asked all employees to deliver on a customer-specific performance goal, as well as to adhere to CARES, PNC’s enterprise-wide customer interaction model. CARES provides guidance as to how employees can best serve customers, specifically by connecting and empathizing with them and by taking full ownership of their experience.
The Office of the Customer also receives customer feedback through the Net Promoter Score (NPS), a way to measure a customer’s likelihood of recommending PNC to others. Each line of business has its own NPS results and uses this information to create action plans to enhance the customer experience.
Within the Retail Bank, the Office of the Customer measures specific aspects of a defined conversation to determine how well employees address customer needs. This measurement is designed to ensure that employees do the right thing for customers and give customers the advice and direction they need to improve their financial well-being. Customer feedback has been largely positive, and in just the last two years, customer loyalty has grown from 59 percent to 62 percent.
PNC employees are accountable for delivering a positive customer experience, which requires them to take ownership of issues by offering solutions and escalating issues, when needed. For those issues that cannot be easily resolved, however, PNC introduced Just Fix It!, a new resource for recommending solutions to issues that otherwise could impact PNC’s ability to deliver a positive customer experience.
The purpose of Just Fix It! is to hear firsthand from our employees about which barriers get in the way of delivering an exceptional service every time for every customer.
This resource helps us to better understand and address these barriers so that the next customer doesn’t experience the same issue.
Since Just Fix It!’s 2015 launch, employees have submitted approximately 1,000 suggestions for how PNC can make impactful improvements for its customers. By completing a simple intranet form, employees can submit their suggestions, which are then reviewed by the Enterprise Customer Experience team for consideration and, in many cases, are implemented.
One of the Office of the Customer’s goals is to make every experience with PNC feel easy, connected and seamless. Throughout 2016, PNC’s retail branches and care centers experienced several changes to help improve the client experience:
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