Master of Science in Information Management – Project Management
Natasha Bing
BA599 Capstone Project
Dr. Joni Scott
Grantham University
Week 2
August 09, 2016 3. Mission Statement Wells Fargo will guarantee that our customers’ financial needs are met in all aspects as to ensure that we help them prosper financially.
4. Goals and Objectives Wells Fargo has outlined five goals as to ensure that all team members are focused on our customers’ financial priorities. The goals will allow our team members to see if the activity is effective enough so that in return we get the overall end result that we want from our customers.
1. Achieve a 90% WOW rating in customer satisfaction reports
2. Ensure that 60% of referrals are coming
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By consistently making progress in these particular areas, and ensuring that we have a high customer satisfaction with our customers our success will lead to product sales. Prospective customers are often times persuaded to purchase or not purchase products and services from reviews (pass and/or present), family, friends, or social media in which sometimes the information may be inaccurate. We want our customers to feel as though we understand every financial need that may be encountered before and after any financial review. Wells Fargo is an evolving company of which we believe great customer service always leads to sales, but sales hardly ever lead to great customer service. At all times, we look for efficient and effective ways to minimize our expenses, as the impact of this not only business our company, but our customers. We must adhere to on a day-to-day basis that we are living our vision and values so as to that it becomes a part of who we are for our customers. Now is not the time to fall back but it is more so a time for us to reach out and connect with our shareholders and those throughout the community. Last, but not least, by ensuring that we manage risk at the highest regards, it enables our customers to potentially see that we are here to see them succeed