How to succeed in business: follow Wachovia's lead

When the Senior Assistant Blogger lived in Connecticut, he banked at Home Bank and Trust Company of Darien, which was acquired by a Stamford bank, which became Fairfield Country Trust, which merged with a New Haven bank and became Union Trust, which merged with First Union. If the SAB still lived there, his bank would now be called Wachovia.

Which is why he was interested to come across this article on Wachovia from the Gallup Management Journal. And like any civilian with long acquaintance with large banks, he was blown away to read therein a truly astonishing research finding:

In recent years, most major companies have realized that improving service quality and increasing customer loyalty are key to driving their bottom-line performance.

Will wonders never cease?

Seriously, folks, the article sheds helpful light on the efforts needed to improve service quality. Remember: The higher the level of bank-customer satisfaction, the more likely that customers will use additional services — like wealth management or trusteeship.