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'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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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