Unlocking Customer Advocacy In Retail Banking: The Customer Focused Enterprise

Topics:
Business Consulting,
Commercial Banking,
Strategic Analysis
Tags:
Bank,
Banking,
Customer,
Customer Experience,
Financial Services,
IBM Corp.
Source:
IBM

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Overview: If banks are not aware of customers' attitudes toward their organizations - and the impact these perceptions have on financial performance - they may be counting on organic growth that simply will not materialize. But by identifying which customers are advocates, apathetics and antagonists, banks can more precisely target customer experience improvement initiatives based on a more informed understanding of customer preferences and future value. To boost the bottom line, IBM believes that banks must increase focus on customer attitude.

(Is this item miscategorized? Does it need more tags? Let us know.)

Format: PDF | Size: 267KB | Date: Oct 2006 | Pages: 16

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