Case Study Of People Service And Profit At Jyske Bank

Armstrong’s team used branch-level data from the CSI system as the primary source of research. As a result the concept of “comfortable banking” is directly translated into customers satisfaction during their interaction with tellers in the bank, since almost every criteria in the CSI is measuring representative service behaviors. One thing that the team failed to see is that “comfortable banking” could include a much wider scope of services that customers value therefore consider important to their experience: the products itself and services provided outside the bank for instance. According to Armstrong, “comfortable banking” positioning stands for the branding of the overall experience TD Canada Trust delivers to its clients. The financial products, as the core business of any banks throughout the world, should be counted as part of the service, too.

Delivering on the bank's new competitive positioning also required changes to the intangible aspects which are not visible to customer.

A customer strategy that NAB have implemented is halving the number of products they offer to allocate resources more effectively, and hence adopt a more customer-centric focus (Controversial Marketing, 2000). One of the main benefits of this strategy includes the way this enables NAB to become a more specialty bank, allowing resources to be allocated to serving the customer more effectively, rather than expending resources on other products. This strategy essentially develops a customer-focus within the bank's practices, and thus increases customer satisfaction and loyalty. With product offerings being halved by NAB, employee's skills will need to become more specialised. As a result, employee engagement is likely to increase as they are learning more specialised skills, rather than learning multiple skills in little depth.

leader in cross-selling banking products and services to its existing customers, and therefore, set sales

Another change Chase made is they re-designed their portfolio of accounts to retain and acquire the most satisfied customers possible. Many changes have taken place in the product selections over the last few years. The products have been geared to meet the needs of the customers while also keeping the bank profitable.

The growth of the bank’s revenue for its shareholders, is also as a result of the respect the bank has on delivering quality services, respecting the views of everyone involved in their business, having a leadership system that is easily approachable, being

For this unique Commerce Bank, its customers are categorized as personalizing and convenience customers. The personalizing customers who very enjoy the good and special service experience,

The financial giant has implemented a customer focused business strategy that is aimed at listening to customers to anticipate their needs in order to provide high-quality service, while managing simultaneously managing internal growth. This strategy execution is evident as JP Morgan Chase utilizes their size and strength to provide resources, exceptional banking products, and the authority need for decision-making in the field at both the global and local

Thus, each bank needs to differentiate their product offers to customer, strengthen their portfolio, and improve services, etc depending on its strategies.

The retail bank division of Chemical Bank was performing a radical organizational transformation into a market-focused and customer-focused organization after the 1991 merger with the Manufacturers Hanover Corporation. The new vision of the bank was to shift its image from a narrow provider of traditional financial services to a broader and innovative provider of superior financial service and advice for targeted customer groups. The objective was to position the bank in order to remain competitive in a very challenging and changing business environment characterized by intense price competition, outflow of deposits to mutual funds, rapid technological change and more sophisticated and demanding

Customer service is a highly visible and significant aspect of organisational performance and reputation. A professional image is created through reliability, courtesy, service orientation and a commitment to quality, as well as treating each customer with dignity and respect. A substantial part of my experience has been in supervising and developing teams in environments with a strong focus on quality customer service. I understand the dynamics and pressures for team members working in this environment and the need for access to clear, practical information resources for both customers and staff, as well as useful support structures and mechanisms for customer service staff.

Descriptive survey type of research was used because this method or type of research is commonly conducted to collect detail description of existing phenomena with the intent of' employing data to justify current conditions and whenever possible to draw valid general conclusions from the facts discovered (Koul, 2006). As it fits to the purpose of the study, this research design was used to assess the quality of service delivery by asking customers about their expectations with regard to the bank's service and their perception on the actual service delivered by the bank and finally to compare and contrast the two for the sake of reaching up on discrepancies, if any.

One of the areas in FBN Plc that was identified for change was the customer service. The bank was known for poor customer service. The average time a customer walks into the bank, either to withdraw money, deposit money or perform any other banking transaction, was an estimated 2 hours or more. Most of the new banks were having an average of 15 minutes to 20 minutes to attend to a customer. No wonder FBN Plc was losing its

This report will be a group project, with groups generally comprising three students each, in this case by Ivan Romero, David Mojica and Julian Mosquera. Every group will choose a U.S. or multinational corporation in order to keep a constant follow up of the marketing issues that are discussed in the media, and in this case we chose BAC Credomatic Bank. We will analyze the market trends and conditions this company is facing based on some of the concepts learned in class plus any other background information we might find, like for example, it's history, mission, vision, product and services, among other things.

In 1996, Citibank was an emergent banking institution attempting to increase its market share in the competitive Los Angeles area. In order to do so, the bank’s strategy was to focus slightly less on their financial growth, and much more on providing “a high level of service to its customers”. Management viewed this paradigm shift as “critical to the long term success of the franchise”.