Nova Southeastern University ~ H. Wayne Huizenga School of Business & Entrepreneurship Assignment for Course: OPS-5095 Submitted to: Dr. Kimberly Deranek Submitted by: Amy Monasterios Date of Submission: May 21‚ 2015 Title of Assignment: Commerce Bank Case Study 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
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Executive Summary Commerce Bank has been a pioneer in the banking industry by returning to customer service. This has driven customers to the bank‚ but in order to stay ahead on the curve they want to move away from the model that has worked for them. An analysis was performed regarding whether their new concept of “retailtainment”‚ entertaining customers throughout the banking service process‚ would be beneficial or not. After thorough consideration‚ it was determined that “retailtainment”
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University Wayne Huizenga Graduate School of Business & Entrepreneurship Assignment for Course: OPS 5095 Service Operation Management Submitted to: Submitted by: Caroline Smith Date of Submission: January 24‚ 2012 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 acknowledge and disclosed in the paper. I have also cited any sources from which I used data‚ ideas of
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Summary Leadership at Commerce Bank knew what it needed to do to be successful in the banking industry. They knew from the get go that they wanted to focus on differentiating themselves from competing banks. They wanted to compete on service rather than price recognizing that their prices weren’t always the best in the industry. Their corporate strategy was set around their customers having a positive‚ memorable‚ and consistent experience when they visit any of the Commerce Bank branches. They relied
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Problem Statement How far should commerce bank take differentiating the service experience in order to stay ahead of it competitors while still maintaining their strategy of competing on service‚ not price? Case Report Service Profit Chain When analyzing Commerce Bank‚ delivering exceptional customer service was the factor that stood out the most. The company has put a large amount of its investment into its employees and providing a unique experience‚ or retailtainment‚ for its customers. Along
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of Business & Entrepreneurship Assignment for Course: OPS 5095‚ Service Operations Management Submitted to: Dr. Joseph Chavez Submitted by: Xiaoyan Jiang N01438073 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
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Executive Summary Commerce Bank was founded in 1973 by Vernon Hill II who took his experience in operating fast-food restaurants and applied it to banking. He decided to call his branches "stores" and developed a business model focused on maximizing customer convenience and delivering consistently great customer experiences. Commerce Bank invested heavily in store facilities and personnel to make the customer experience great and did not focus on having the best rates. To increase convenience‚
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Retailtainment is a term rarely used in banking. Banks do not usually target the experience of the customer in a specific branch as a main objective‚ more so almost every bank is pushing to drive customers to use electronic resources for their day to day transactions such as deposit and withdrawals. In this case‚ Commerce Bank is a bank willing to go to the extremes just to make the customers experience worthwhile‚ as one of the most well-known Commerce Bank employee trainer stated “we’re not here to satisfy
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INTRODUCTION Oriental Bank of Commerce (OBC) was started in Lahore‚ Pakistan in 19th February of the year 1943. It made a modest beginning under its Founding Father‚ Late Rai Bahadur Lala Sohan Lal. OBC is a public sector bank engaging in monetary intermediation of commercial banks‚ saving banks and discount houses. In 1947‚ the Bank had to face the holocaust of partition. The bank was nationalized on 15 April 1980. It has its headquarters in Gurgaon‚ Haryana‚ India. Its revenue stands to be Rs
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Commerce Bank Executive Summary Commerce bank has been a pioneer in the banking industry by reverting to customer service. This has driven customers to the bank‚ but in order to stay ahead on the curve they want to move away from the model that has worked for them. They should focus on the current model and enhance it‚ rather than change it. Background Commerce bank also known as Commerce Bancorp is a New Jersey based bank founded in 1973 by fast food restaurant franchiser Vernon Hill
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