Case Study Wells Fargo

Based on segments, customer centric offerings are to be offered. Each customer has their own liking and disliking as well as proper planning. The right time to offer also plays an important role. This will avoid unnecessary mailers/calls to be made. Customers normally tend to ignore mass mailers and emails which are sent on regular intervals as they feel that they are junk mail. It is also important to determine the best channel of communication the customer is most likely to respond to. Valuable resources and time is saved and also frees marketing resources to concentrate on other customer and plan for newer programs. Overall, we can work with our customers on helping us improve our customer service and provide the quality service that the customers deserve. It is in this endeavor to have a sustaining model to keep the customer engaged throughout their relationship with the bank for growth and profits in the long run.

In 1852, Henry Wells and William Fargo founded Wells Fargo & Co. to serve the West during the American Gold Rush. There was a panic crisis where many business owners saw their doors closing in 1855. Following the survival of Wells Fargo, they were given two advantages. The first advantage being virtually no competition in California, and the second being Wells Fargo had already made a name for itself being reputable and dependable in their work. From 1855 to 1866 Wells Fargo saw exponential growth.

The questionable issue really close by kind of is Wells Fargo essentially has discovered generally phony records that definitely were made without buyers having any information that the records for the most part were being made in a kind of big way. The underlying examination led uncovered that out of nighty-three point five million records audited around two point one million basically were resolved to definitely be sort of phony (McCoy, 2017), which definitely is fairly noteworthy. The initial examination uncovered that out of one hundred sixty-five million records inspected near three point five million of them were found to be unapproved accounts, or so they particularly thought. The organization really has chosen to literally organize its picture fiscally to the world as opposed to literally remain consistent with what it particularly was established for, sort of contrary to popular

Strong intro: Advocate is addressing necessary points during into- appreciation, disclosure, intro, name, concern. (adjusting tone appropriately)

Ever since the Consumer Financial Protection agency was born under Dodd-Frank , Senator Elizabeth Warren has been a advocate for Financial reform. Warren has advocated breaking up larger banks, so American does not fall into the "to big to fail" trap again. America should not be in a position, that citizens have to bail them out of a finantual disaster that they created. Warren wants jail time for presidents and managers that abuse the system. No more slap on the wrist for these white collor crimes, is Warren's motto.

Wells Fargo is a well known banking company that has recently been in the news for some not-so-good reasons. The Wells Fargo company has been around for a long time and is trusted by their many customers to treat them fairly when it comes to opening new accounts or managing current accounts. However, according to some of Wells Fargo’s team members (what they call their employees), Wells Fargo has “strict mandates to sign existing customers up for additional products,” (Davidson 1). This means that they want their customers to open new accounts, get new credit cards, transfer a 401(k), and/or take out a mortgage. Since most customers refuse to do so, some of the employees thought that they should go ahead and open new accounts without the customers’ consent. This later back fired when the customers received late notices on payments for the accounts they did not agree to open and did not know they had. Similar actions were happening at Wells Fargo banks

Mr. Chen came to our office just now to deliver a document. He wanted to make an appointment with you on Monday afternoon. He said he would like to discuss with you whether we should send an attorney letter to BOA and Wells Fargo regarding his case.

In the year eighteen fifty-two, two men by the names of Henry Wells and William Fargo chose to establish a monetary administrations organization that we know today to be Wells Fargo (Wells Fargo, 2017). Before establishing the organization, Mr. Wells and Mr. Fargo chose to ground their organization in five standards which turned into their five essential esteems. Their first esteem being "individuals as an aggressive esteem" which implies an association with a colleague will prompt a superior association with the clients. Second "morals" Wells Fargo prides its self on being a straightforward organization and having nothing to cover up. Third, "what's ideal for the clients" as indicated by the Wells Fargo Website this esteem is characterized as ensuring clients' private data (Wells Fargo, 2017). The fourth esteem is "assorted variety and incorporation" which implies Wells Fargo advances the enhancement of its organization and customers while including pioneers all through the organization to decide. The last guideline is "administration" which implies learning and serving their vision.

I really don’t have any clue, but I look online and i have found an article about Wells Fargo. Apparently Wells Fargo have set the vision for an organization. Wells Fargo vision is that they want to “satisfy all their customers’ financial needs, ect. Wells Fargo is the largest bank in the U.S. by market capitalization. It beat Bank of America and JP Morgan in last few years. Barron’s ranked it as the best financial services company in the world. Wells Fargo is the only “AAA” credit-rated bank in the United States. This is the highest possible rating from Moody’s.

Goldman Sacs provided an image that we can mirror at Wells Fargo that we need our employees.

Wells Fargo is a public trading company that was formed in the year 1852 by Henry Wells and William Fargo. The company transcended from a service that transported from a fright from the East Coast to mining camps throughout California during the California Gold Rush old rush in the 1800s (APA, Wells Fargo). At Wells Fargo’s inception it focused on offering banking solutions to the people of California with an established mission and principles that has enshrined in its culture and values that are geared towards the company vision that states “we want to satisfy our customers financial needs and help them succeed financially.” (APA – Wells Fargo VV)

I agree with Madelynn Owens when she mentioned that Stumpf did a good job persuading the viewers that Wells Fargo is still the same reliable and credible company that they have been for years. Stumpf mentions that in the future, the company will be changing the way they work to make sure nothing like this past incident happens again. Stumpf said,” We will be getting rid of product sales because getting rid of this will help lower our chances of risk.” By making this change, the employees will no longer feel pressured to meet their quotas.

This practice was so common that Wells Fargo employees had several methods for doing this. The first method is sand bagging. Sand Bagging involves failing to open accounts by customers at their requested date, instead accumulating accounts to open in the next sales period to inflate profits. Another practice was called Pinning which was creating pin numbers without customer’s authorization, and attaching them to credit cards. Then employees would impersonate customers on Wells Fargo’s computers and use these pin numbers to create online banking and bills for customers. Finally, a practice called bundling was done where Wells Fargo employees would mislead customers saying that certain banking products were only available in bundles which forced customers to add more products than they wanted.

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:

If the banks strategy was cost cutting instead of supporting customer service the banks whole strategy would be very different. The bank would try to cut cost everywhere such as the tellers in the drive through lanes may be replaced with automatic machines. Customers would be encouraged to use banking on line as again the bank could reduce the number of workers which would cut the staffing costs. When competing on cost organisations my invest in automation to reduce unit costs, use lower skill labour and limit product range and offer little customisation. (Class Notes – Chapter 2, Operations Management)