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Engagements - Financial Services
Following is a partial list of clients served by the principal throughout his career either with Ernst & Young, Deloitte or Affinity Partner Inc.
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American Express Company, sometimes known as "Amex", is a diversified global financial services company that is headquartered in New York City, New York. Founded in 1850, the company is best known for its credit card, charge card, and traveler's cheque businesses.
Project Description:
The client wanted to enhance the overall Membership Rewards program with particular emphasis on customer experience improvement. Key objective was to create strategies that are not only best-in-class, but also beyond competitive reach.
We improved customer acquisition due to higher value add offered through rewards program. We increased customer utilization of services offered in the rewards program. We increased up-sell and cross-sell conversion for non-financial service products and services by 15%. In addition, we were able to reduce customer attrition among current members of the reward program.
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McGladrey Capital Markets LLC (formerly RSM EquiCo Capital Markets) is a global provider of investment banking services dedicated to serving the needs of owners, shareholders and managers of privately owned midsized businesses and mid-cap public companies.
Project Description:
We assisted RSM Equico in its objective to assess and improve its Lead Management (LM) capabilities. The purpose of this project was to 1) work with RSME to understand its current LM processes, applications/tools, metrics, and operational model, 2) identify potential business, technology, and operational “pains” for change and improvement, and 3) recommend a “roadmap” based approach to implementing recommended changes in an ROI-based, prioritized manner.
We created a future state Lead Management process map. It was generated based on identified gaps and industry best practices. Process steps were added to enhance RSM EquiCo's lead management effectiveness and efficiency. Existing process steps were re-evaluated and re-organized to close potential process gaps.
Our gap analysis included 17 business improvement opportunities, aligned along the following six business threads: Data management, Lead Qualification, CoSMOS Implementation, Marketing Organization, Business Model and Organizational Change.
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Wachovia, based in Charlotte, North Carolina, is a diversified, wholly owned financial services subsidiary of Wells Fargo. Wachovia Corporation was purchased by Wells Fargo on December 31, 2008, and it ceased to be an independent corporation on that date.
Project Description:
Wachovia had piloted a rewards program that covered a range of retail products and services. This represented one of the first programs in the U.S. to encourage and reward use of a range of financial service products. The pilot did not provide the lift desired; new customer acquisitions were below expectations, and while there appeared to be some deepening of wallet share, the results were inconclusive. The pilot was constrained in its limited inclusion of the Bank's business areas, with Wachovia Securities and Wealth Management being excluded.
Given the importance of fostering deeper and broader customer relationships, Wachovia liked to assess how to move forward, considering both whether a rewards program should be undertaken, and under what conditions and with what design elements and structure.
Our emphasis was on a number of traits, including: Clear focus on which customers are targeted, and which behaviors are incented. The Linkage to overall corporate strategy, brand and marketing efforts. Attractive, relevant reward offerings that balance between breadth, simplicity, tangibility and aspirational . Operational elements that provide for a positive customer experience (e.g., account monitoring, redemption process).
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Zurich Financial Services Group is an insurance-based financial services provider. The global headquarter is in Zurich, Switzerland. Founded in 1872, Zurich now has a global network of subsidiaries and offices in North America, Europe, Asia Pacific, Latin America and other markets. 60,000 employees serve customers in more than 170 countries.
We have to respect Non-Disclosure Agreement with said client and more general information might only be available upon request.
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