to these challenges are those that will successfully compete and thrive into the future. This paper examines the strategic role of the contact center in retail banking‚ and how it can deliver the increased revenues and cost savings that will drive profitability and shareholder value. The paper introduces ten essential strategies you can use to realize this potential by improving the customer experience‚ leveraging cross-sell and up-sell opportunities and promoting agent productivity and
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MARKETING OF BANKING SERVICES. 1. Introduction. Bank Marketing. Why Bank Marketing. Features of Bank Marketing. Services. Characteristics of Services. Difference between Product and Services. 2. Marketing. Features. Marketing of Tools and Techniques. Marketing Mix in Banking. Growth of Service Market. Marketing Approach in Banks. 3. Justification for Marketing the Banking Services. Satisfaction of Customer Needs. Bank Marketing in the Indian Perspective. 4. Articles
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Marketing of Banking Services Marketing scope in banking sector should be considered under the service marketing framework. Performed marketing strategy is the case which is determination of the place of financial institutions on customers’ mind. Bank marketing does not only include service selling of the bank but also is the function which gets personality and image for bank on its customers’ mind. On the other hand‚ financial marketing is the function which relates uncongenitalies‚ differences
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COMPLAINT HANDLING AND SERVICE RECOVERY RELIABILITY IS CRITICAL IN SERVICE BUT… In all service contexts‚ service failure is inevitable. Service failure occurs when service performance falls below a customer’s expectations in such a way that leads to customer dissatisfaction. Service recovery refers to the actions taken by a firm in response to service failure. KEY QUESTIONS FOR MANAGERS TO ASK ABOUT CUSTOMER COMPLAINING BEHAVIOR Why do customers complain? What proportion of unhappy
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Chapter Service Recovery • The Impact of Service Failure and Recovery • How Customers Respond to Service Failures • Customers’ Recovery Expectations • Service Recovery Strategies • Service Guarantees 8 Chapter 8 - Service Recovery Service recovery: actions taken in response to a ___________________ What do you do when you receive poor service? Unhappy Customers’ Repurchase Intentions (Figure 8.1) Unhappy Customers Who Don’t Complain 9% Unhappy Customers Who Do Complain Complaints Not Resolved
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Journal of Money‚ Investment and Banking ISSN 1450-288X Issue 6 (2008) © EuroJournals Publishing‚ Inc. 2008 http://www.eurojournals.com/finance.htm Costing the Banking Services: A Management Accounting Approach Jordi Carenys Professor at the Management Control Department. EADA Business School EADA‚ c/o Aragó 204‚ 08011 Barcelona‚ Spain E-mail: jcarenys@eada.edu Tel: 934 520 844; Fax: 933 237 317 Web: www.eada.edu Xavier Sales Professor at the Management Control Department. EADA Business School
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international economic integration today‚ the legal framework is fluency‚ the barriers of discrimination between the banks no longer exist‚ the services of almost equivalent. The bank do more advanced technology will certainly capture the advantage. Most of the banks are using computers to automate the processing stage to optimize performance and limit manually. Banking industry is becoming more competitive. Customers today have more opportunities to reach more information. They have more options in choosing
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Manager‚ P&O Strategy & Execution Westpac Banking Corporation May 2010 24 May 2010 Addressing customer needs is about ‘getting the basics right’ Typical Customer Service Needs • Reliable delivery of products and services • Consistent experience across channels and platforms • Easy and simple to do business with • Single and insightful view of information • Flexible and responsive to requests Transforming banks to be customer centric 24 May 2010 Jason Millett – Westpac Banking Corporation
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Banking sector-intro (Indian) PHASE I The General Bank of India was set up in the year 1786. Next came Bank of Hindustan and Bengal Bank. The East India Company established Bank of Bengal (1809)‚ Bank of Bombay (1840) and Bank of Madras (1843) as independent units and called it Presidency Banks. PHASE II Nationalisation of Imperial Bank of India with extensive banking facilities on a large scale specially in rural and semi-urban areas. It formed State Bank of india to act as the principal
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efficiency in telecommunication equipment industry”‚ River Academic Journal‚ Vol. 3 No. 2‚ pp. 1-10. Gill‚ A. and Mathur‚ N. (2011)‚ “The impact of board size‚ CEO duality‚ and corporate liquidity on the profitability of Canadian service firms”‚ Journal of Applied Finance and Banking‚ Vol. 1 No. 3‚ pp. 83-95. Gill‚ A. and Shah‚ C. (2012)‚ “Determinants of corporate cash holdings: evidence from Canada”‚ International Journal of Economics and Finance‚ Vol. 4 No. 1‚ pp. 70-9. Harford‚ J.‚ Mansi‚ S.A. and Maxwell
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