Improvement Plan for Customer Experience at Exodus Limited

N A M E
I N S T I T U T I O N
IMPROVEMENT PLAN FOR
CUSTOMER EXPERIENCE AT
EXODUS LIMITED

Introduction
Exodus Limited is a banking institution
It renders banking services-credit facilities,
and saving opportunities
The bank has different branches spread
across the nation
Customers constitute a significant component
of the bank’s stakeholders
Customer service has been poor
There is need to improve customer service

Customer Experience Improvement Strategies
Empowering of the workers
Educating clients on bank and financial
services
Embracing technology and automated
services
Use of mobile banking services
Segmentation of the bank’s customer base
Engage in customer satisfaction survey
(Lemon & Verhoef, 2016).
Be flexible, adaptable, and ever improving

Empowering the Workers
Management of Exodus Limited to invest in
employees
Employees to be adequately trained on
customer care (Lemon & Verhoef, 2016).
Employees to be equipped with soft skills such
as communication, interpersonal relations,
cross-cultural service, etc
Employees to be conscious of time management
Employees to improve overall client satisfaction