Bank Case Study Questions

While one of the founding goals of many corporations is to maximize profits, the Canadian Banking industry also strives towards exceptional customer service that will increase brand loyalty. Unsurprisingly, brand loyalty is a sought-after attribute that the four large Canadian banks strive towards. Predominantly, an exceptional customer service experience is aided and enhanced by employing individuals who are passionate about their work and have ideals that are in line with that of the organization. With the aim of achieving this level of service, Canadian banks must fight to retain their best individuals, as switching employers within the industry is commonplace. Even when the best talent has been retained, it is important to have a strict

The company’s people-driven values and assumptions about employees are that productivity and employee performance are the means the means to achieve customer satisfaction. It is

1.1 Communicate to customers their organisation’s service offer, how it balances organisational and customer needs and how it meets customer expectations

Evaluate RBC strategy and organizational structure. Is RBC well equipped to compete with niche operators such as internet-only banks with focused product offerings?

One of the main issues that customers faced when visiting a branch, was the unavailability of their service provider. Managers wanted to close this gap in service design by providing individualized services to their customers to understand their needs and build interpersonal relationships with them. The best way to achieve that was by assigning an account team to each customer. The team consisted of bankers who worked closely with the customer to figure out their needs and offer them solutions. This initiative have also managed to close the listening gap-1 which increased the customers’ satisfaction level.

Customer Service: Our business is built on the premise of achieving 100% customer satisfaction and developing a long-term

One reson is becasue all the information in DISCUS is real information that you can use unlike google that has tons of website but all of it is not valid information.

The United States Congress chartered the Second National Bank in 1816 in order to control unregulated currency at the state-level banks. After several states questioned the constitutionality of the bank, Maryland imposed a tax on all banks that were not chartered by the state. By 1818, Maryland approved legislation of taxing the Second National Bank of the United States that was chartered by Congress, which is part of the Federal Government.

Wells Fargo is a financial institution.A financial institution is an establishment that conducts financial transactions such as investments, loans and deposits. Almost everyone deals with financial institutions on a regular basis. Everything from depositing money to taking out loans and exchanging currencies must be done through financial institutions. Advisory The core of our Advisory platform is a strategic focus on the long-term advantages and benefits that align with their clients’ needs, goals, and risk tolerance. Advisory offers flexibility and choice amongst a wide array of financial products and services – with just one client fee, (based upon account assets), that covers both investment advice and trading costs. Lending & Banking products and services play an important role in managing clients’ wealth. Helping clients make borrowing decisions in the context of their larger financial strategy and goals may help them benefit from tax efficiency, lower borrowing costs and an integrated approach to planning.

In this section, there are two different case studies which is Lloyds Bank Group and the Deloitte. These two cases indicated that how the companies have been confronting the gender issues, while carrying the employee selection function and to what extent the female has been successful in ensuring the desired objectivity.

Case Analysis: Alpen Bank The main issue that Alpen bank is facing is whether or not they should launch the credit card business in the Romania market and which group of target audience they should select while applying the launching strategy. Moreover, specifically to Carle, he needs to come up with a program from which, Alpen bank can generate at least €5 million in profit within 2 years. Moreover, clarified positioning strategy and customer segmentation is also needed to secure the success of the program. In the case, it seemed that Alpen had the opportunity to act since economic environment in Romania had changed from 2006 after its entering into the EU: the economy there was developing; a

Century National Bank has offices in several cities in the Midwest and the southeastern part of the United States. Mr. Dan Selig, president and CEO, would like to know the characteristics of his checking account customer. To better understand the customers, Mr. Selig asked Ms. Wendy Lamberg, director of planning, to select a sample of customers and prepare a report. To begin, she has appointed a team from her staff and the team has selected a random sample of 60 customers. All the information gathered is tabulated in the table below:

The critical factors in the successful transformation of British Airways were changing the culture of the organization for the employees and the consumers. British Airways embarked on an aggressive media campaign that helped change the “face” of the airline. Their new tag line was “The worlds favourite airline”. Customer service became the number one priority for all employees. Lead by Colin Marshall, “an enabling culture (was put) in place to allow customer service to come out, where rather than people waiting to be told what to do to do things better, it’s an environment where people feel they can actually come out with ideas, that they will be listened to, and feel they are much more a part of the success of the company” Jick (2011)(p.30). A “Putting People First” (PFF) program was instituted for all front line employees. This helped to unify the employees with the new vision of customer service first for the company. During these two day mandatory meetings, all front line staff interacted with all levels of managers and leaders on an even playing

It would have been good if this fundamental vision was in place right at the very beginning of the company’s formation. In the end it is the customers that make the company, so it makes sense to work towards satisfying this customer relationship. To become profitable and achieve market share are secondary objective that can be measured on a annual basis and overall company well being targets can be rewarded with incentives that link into the company’s performance as opposed to individual contribution to the company’s success.

In a highly competitive environment, such as the banking industry, it is very important to ensure that customers’ needs and wants are being fulfilled and that the customer is satisfied overall. The banking industry provides many different options for customers with the same types of products. The level of satisfaction perceived by the customer can affect the overall impression of the organization based on the employee’s service