Summary

In this episode of the Customer Experience Revolution podcast, host Dave Murray speaks with Victor Aranda from KeyBank about the transformative 'Moments Matter' initiative. They discuss the framework's three pillars, the impressive growth in Net Promoter Score (NPS), and the strategies implemented to sustain momentum and consistency in client and teammate experiences. Victor shares insights on the ambassador program, the importance of emotional connections with clients, and how the initiative has become a competitive advantage for KeyBank. The conversation emphasizes the ongoing commitment to improvement and the daily efforts required to maintain high standards in customer service.

Takeaways

• Victor Aranda leads the 'Moments Matter' initiative at KeyBank.
• The initiative focuses on client and teammate experience.
• KeyBank's NPS score increased from 57 to 85 in four years.
• An ambassador program was created to empower leaders across the organization.
• Sustaining momentum is crucial for long-term success.
• Emotional connections with clients lead to increased loyalty.
• The initiative is embedded in onboarding and daily operations.
• Inconsistency in service is a major challenge to overcome.
• Continuous improvement is a core value at KeyBank.
• Celebrating small wins helps maintain motivation and focus.

Chapters 00:00Introduction to Moments Matter 02:09Understanding the Moments Matter Framework 05:06Success Metrics and NPS Growth 09:41Implementation Strategies and Ambassador Program 17:35Sustaining Momentum and Consistency 26:10Creating a Competitive Advantage 30:31Emotional Connections and Client Experience 34:45The Daily Commitment to Improvement Links

KeyBank

Connect with Vistor Aranda

Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/

Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/

Interview Questions: https://thedijuliusgroup.com/resources/

The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/

Experience Revolution Membership: https://thedijuliusgroup.com/membership/

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Secret Service Blog: https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/

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