Customer Driven Makeover

Client

  • Public company in the financial services industry has facilitated over $16B in loan volume.

Challenge

  • Rapid growth created the need for a more formalized approach to management
  • Company’s success creating more opportunities than resources
  • No guide to make more informed decisions
  • Customer intimacy with their clients was selected as foundation for competitive advantage

Solution

  • Formulated customer driven vision and strategy with CEO and management team
  • Redesigned operations and leveraged technology to deliver a better customer experience
  • Developed a broader portfolio of offerings to leverage investments in customer relationships
  • Strengthened employee skills and clarified and reinforced desired employee behaviors
  • Developed and implemented a formal customer feedback system hardwired into continuous operational improvement
  • Conducted annual survey with client’s customers to assess performance, shore up vulnerabilities, and target new strategic initiatives

Client Results

  • Revenues exceeded $200 M for a four year compound annual growth rate of over 205%
  • Net Income exceeded $75 MM for a four year compound annual growth rate of over 230%
  • Market capitalization increased 122% over 20 month
  • Staff expanded from 35 to over 700 in four years
  • Loan volume increased  56% per year over five years