What a Project Leader Should Know
What a Ceo Should Know
Expert Assessment
“In Bank of America mergers prior to 1998, goals were aimed at driving out costs and reaching economies of scale. Did they do a good job of measuring and improving the customer experience? The answer is no. They lost customers.
“Now, they’re going about it much differently. They’re going out and collecting data on customer satisfaction. They’re trying to show that they can grow the business organically.”
Bryan Carey Executive VP, Deleeuw Associates, change management consulting firm, Wayne, N.J.
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