Search a title or topic

Over 20 million podcasts, powered by 

Player FM logo
Artwork

Content provided by John DiJulius and John Dijulius. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by John DiJulius and John Dijulius or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.
Player FM - Podcast App
Go offline with the Player FM app!

206: The Key to Keeping Your CX TOMA

36:16
 
Share
 

Manage episode 485588575 series 2794944
Content provided by John DiJulius and John Dijulius. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by John DiJulius and John Dijulius or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.

Summary

In this episode Chief Revolution Officer John DiJulius talks to Kevin Sloan, Executive Vice President, Head of Retail Banking,for KeyCorp. As Head of Retail Banking, Kevin Sloan leads the execution of KeyBank’s retail relationship growth strategy centered on helping clients and communities thrive. His responsibilities include leading 5,500 teammates across Key’s 950 branch offices, its Business Performance, Support & Enablement team, and its Client & Teammate Experience team. He is also a member of KeyCorp’s Executive Council.

Takeaways

  • Why KeyBank focused on the client experience
  • What did Key do to transform their client experience
  • What was the return on investment for Key
  • How did Key keep the client experience momentum going years after

Chapters:

00:00Celebrating 200 Years of KeyBank 02:50The Journey to Client Experience Excellence 06:12Moments Matter: A Framework for Success 09:04Recruitment and Retention Strategies 11:46Measuring Success: KPIs and Results 15:02Consistency in Customer Experience 17:46Building a Culture of Recognition 21:08Challenges of Maintaining Momentum 23:56Connecting Purpose with Client Experience 26:53The Importance of Emotional Connection 30:12Sustaining Momentum in Client Experience 33:05Collecting and Sharing Moments That Matter 35:59The Power of Small Gestures 38:48Conclusion and Reflections

Links

Connect with Kevin Sloan

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/

Employee Experience Executive Academy: https://thedijuliusgroup.com/project/exea/

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

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

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

Schedule a Complimentary Call with one of our advisors: tdg.click/claudia

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/

Subscribe

We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

  continue reading

207 episodes

Artwork
iconShare
 
Manage episode 485588575 series 2794944
Content provided by John DiJulius and John Dijulius. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by John DiJulius and John Dijulius or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.

Summary

In this episode Chief Revolution Officer John DiJulius talks to Kevin Sloan, Executive Vice President, Head of Retail Banking,for KeyCorp. As Head of Retail Banking, Kevin Sloan leads the execution of KeyBank’s retail relationship growth strategy centered on helping clients and communities thrive. His responsibilities include leading 5,500 teammates across Key’s 950 branch offices, its Business Performance, Support & Enablement team, and its Client & Teammate Experience team. He is also a member of KeyCorp’s Executive Council.

Takeaways

  • Why KeyBank focused on the client experience
  • What did Key do to transform their client experience
  • What was the return on investment for Key
  • How did Key keep the client experience momentum going years after

Chapters:

00:00Celebrating 200 Years of KeyBank 02:50The Journey to Client Experience Excellence 06:12Moments Matter: A Framework for Success 09:04Recruitment and Retention Strategies 11:46Measuring Success: KPIs and Results 15:02Consistency in Customer Experience 17:46Building a Culture of Recognition 21:08Challenges of Maintaining Momentum 23:56Connecting Purpose with Client Experience 26:53The Importance of Emotional Connection 30:12Sustaining Momentum in Client Experience 33:05Collecting and Sharing Moments That Matter 35:59The Power of Small Gestures 38:48Conclusion and Reflections

Links

Connect with Kevin Sloan

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/

Employee Experience Executive Academy: https://thedijuliusgroup.com/project/exea/

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

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

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

Schedule a Complimentary Call with one of our advisors: tdg.click/claudia

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/

Subscribe

We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

  continue reading

207 episodes

All episodes

×
 
Loading …

Welcome to Player FM!

Player FM is scanning the web for high-quality podcasts for you to enjoy right now. It's the best podcast app and works on Android, iPhone, and the web. Signup to sync subscriptions across devices.

 

Copyright 2025 | Privacy Policy | Terms of Service | | Copyright
Listen to this show while you explore
Play