Wachovia is a Cinderella story in customer service excellence. Headquartered in Charlotte, N.C., with 94,000 employees, Wachovia is the fourth-largest bank holding company in the United States and the third-largest full-service U.S. brokerage firm, with 3,131 financial centers, 5,119 ATMs, and 719 retail brokerage offices. In 1999, Wachovia was the ugly stepsister when it came to customer service, scoring far below the industry average and with a customer attrition rate hovering at just 20 ...

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