Customer Loyalty Problems in Retail Banking
In: 6th International Conference on Management, Enterprise and Benchmarking MEB 2008-Proceedings
AbstractAccording to analyses of the most business consulting companies (KPMG, Capgemini, Deloitte, TowerGroup, etc.) customers are discontented with the retail banking experience. To achieve higher business growth, banks must increase customer loyalty by delivering a distinctive experience that combines the right mix of convenience, value and service and forges an emotional bond with consumers. Winners will be those that transform themselves into customer-centric enterprises by having a clear vision of what they want to achieve, fully aligning business processes and IT infrastructure to achieve those goals and engaging their employees in the process. The first step to do it is the identification of customer satisfaction. This paper intends to reveal its essential elements.
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This chapter was published in: György Kadocsa (ed.) 6th International Conference on Management, Enterprise and Benchmarking MEB 2008-Proceedings, , pages 355-361, 2008.
This item is provided by Óbuda University, Keleti Faculty of Business and Management in its series Proceedings-6th International Conference on Management, Enterprise and Benchmarking (MEB 2008) with number 355-361.
customer loyalty; customer attitudes; retail banking;
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