Wells Fargo Buys Wachovia: A Win For Customer Experience

In a recent post, I discussed my concern about Citibank buying Wachovia. But there’s good news on that front, Wells Fargo has stepped in and bought Wachovia. Well, that’s GREAT NEWS for customer experience.

In Forrester’s Customer Experience Index, Wachovia was fourth and Wells Fargo was seventh out of 14 banks on the list — two of the highest ranking large banks. I’ve worked with both of those banks; they have reasonably strong customer-centric cultures (at least compared to other big banks). You can see some of that in my post about how Ken Thomson’s leadership impacted Wachovia.

The bottom line: Hopefully Wells/Wachovia will raise the level of customer experience across the whole industry.

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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey.

Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum.

My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers.

I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

One thought on “Wells Fargo Buys Wachovia: A Win For Customer Experience”

  1. I would agree. I have worked with both (more with WFB) on usability related projects and WFB seems to do more than just lip service when it comes to UX.

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