Customer focus and process discipline produce breakthrough results
The key to Bank of America’s successful execution of its growth strategy is creating customer satisfaction. The company achieves growth, CEO Ken Lewis says, “by satisfying so many customers so completely that they bring us more of their business and recommend us to their neighbors, friends and family.”
Lewis adds, “To attain that level of satisfaction, and attract, retain and expand customer relationships, we know we have to focus the energy and resources of the company on the basic work processes that drive every customer experience.” It also is essential for all the bank’s diverse businesses and centers of expertise to be able to work together effectively to ensure that the right resources, products and services are available everywhere to every customer.
The focus of the bank’s leaders and every associate, then, is clear: Consistent, enthusiastic execution and teamwork produce customer satisfaction, which drives revenue growth. Continued >
 J. STEELE ALPHIN
Global Personnel Executive
“Associates at every level are committed to our vision of making Bank of America the world’s most admired company.” |
 CATHERINE P. BESSANT
Global Marketing Executive
“Our strong brand is a significant competitive advantage, and in building it, everything matters. The substance of our people, culture, process and presence uniquely set us apart.” |
 AMY WOODS BRINKLEY
Global Risk Executive
“With higher standards comes shared accountability. We have hardwired values and ethics into the character, the very DNA, of our company.” |
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