Commerce Bank

Topics: Customer, Bank, Customer service Pages: 4 (1312 words) Published: May 18, 2013
Nova Southeastern University
H. Wayne Huizenga School
of Business & Entrepreneurship

Assignment for Course: OPS 5095, Service Operations Management

Submitted to:Dr. Joseph Chavez

Submitted by: Xiaoyan Jiang

Date of Submission: 5/5/2013

Title of Assignment: Commerce Bank

CERTIFICATION OF AUTHORSHIP: I certify that I am the author of this paper and that any assistance I received in its preparation is fully acknowledged and disclosed in the paper. I have also cited any sources from which I used data, ideas or words, either quoted directly or paraphrased. I also certify that this paper was prepared by me specifically for this course.

Student's Signature: Xiaoyan Jiang

***************************************************************** Instructor's Grade on Assignment:
Instructor's Comments:

Executive Summary
Commerce Bank has the good outstanding achievement in the banking sector, it is not enough to stop going forward, Commerce Bank wants to become the strong performer in whole business market and it also wants to leave a good impression on their customers whatever in head office or other stores. The “Retailtainment” is the main service point for “WOW!ing” customer of Commerce Bank, it provides many special free services for their customers. With these innovates, many other competitors were beginning to copy. Some people thought this is good, but some people are not. These innovates are good, but there also has some problem, such as how to make these special services on the same level in different branches, and is it a really good strategy for Commerce Bank? Background

Deborah Jacovelli as a dean of Commerce University, she had many innovative methods to energize the company’s employees (Frei, 2006), and develop Commerce Bank. The top priority of Commerce Bank is “happy customers”, which emphasized the customer for the purpose. Commerce bank also uses a special kind of person to deliver the high-quality...

References: Frei, F.X. (2006). Commerce Bank, Harvard Business School.
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