He soon found that these meetings generated some of the company’s most fruitful ideas. One of his groups, for instance, had suggested that the bank change its operating hours, including weekend shifts, to match other shops in the area. Within months, they were earning more from those few hours than they had in the whole of the rest of the week. With every employee able to contribute to the bank’s strategy, its entire service was transformed – and customer satisfaction rose by more than 50 per cent within two years.
