Describes the way to get into the Washington Mutual and strengthen its brand through two phases of expansion, the first on the acquisition and the second on organic growth. Washington Mutual brand is shown to be grounded in a well-designed customer experience. This experience was the result of careful attention from Washington Mutual to setting policy for its employees, incentives that encourage entrepreneurship, strengthening the role of the “store” manager and “salesperson”, and a strong culture … Read more »

Describes the way to get into the Washington Mutual and strengthen its brand through two phases of expansion, the first on the acquisition and the second on organic growth. Washington Mutual brand is shown to be grounded in a well-designed customer experience. This experience was the result of careful attention from Washington Mutual to setting policy for its employees that incentives encouraged entrepreneurship, strengthening the role of the “store” manager and “salesperson”, and a strong culture in the community, innovation, fairness the treatment evaluated by customers care for their employees, and high-speed implementation.
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from
Robert D. Dewar,
Hayagreeva Rao
Source: Kellogg School of Management
15 pages.
Release Date: 1 January 2006. Prod #: KEL244-PDF-ENG
Washington Mutual (A): A Very Old Bank Can Grow-a lot! HBR case solution