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.