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Top : Customer Service - Financial Sector: Investor confidence in banking and other financial institutions comes from offering top quality customer service. Learn about customer service within the financial sector here.
Articles:
Improving customer relationship management (CRM) in banking: Integrated delivery channels - by naUltimately, the management of customer information at the point of interaction is about service, about keeping the customer happy, and, simply put, about keeping the customer. It's about strengthening the relationship and showing the customer that the bank's knowledge can lead to real benefit. It's about increasing the bank's benefit as well, and doing it in a way that does not sacrifice the customer's long-term well-being. Finally, it's about trust as a result of knowing the customer and not as an excuse for misusing information. (Added: 25-Sep-2008 Hits: 532 )
The Toll of a New Machine - by Charles Fishman
It started with ATMs. Then gas stations. Now self-service kiosks are taking over airports and invading McDonald's restaurants. Is this the face of the jobless recovery? Or will automation make service better for workers and customers alike? (Added: 20-Mar-2005 Hits: 546 )
How Banks Use Profitability Analysis - by Arthur Middleton Huges
This article highlights the trend in the financial companies. That is, to identify, then cater to higher value customers. Follows is a discussion on the difficulties that exist to identify the higher value customers. (Added: 30-Nov-2004 Hits: 878 )
New Study Highlights Online Self-Service Flaws Among Retail Banks - by Joshua Weinberger
There are problems with delivering customer service via the online self-service route, so this article states. This opinion is based on the search engines and navagational abilities provided online by the 50 banks studied. Read more about the problems and learn what is being done to correct the situations. (Added: 30-Nov-2004 Hits: 661 )
Customer Service: Commerce Bank - by Chuck Saltern
See how the Commerce Bank in New Jersey provides unusual customer service during the week. Most banks that advertise extended hours fall short of the type of hours that the Commerce Bank provides. Read this article to determine for yourself if there is any profit associated with the unique customer service provided by this financial institution. (Added: 30-Nov-2004 Hits: 1098 )
Bank Focus on Sales - by n/a
Informa reseach services customer service index shows that bank focus on sales may be at the expense of long-ter customer satisfaction and retention. See the article for an in-depth study with yearly statistics. Bank employees with in-depth knowledge of products and customers are needed more than good sales people. (Added: 1-Dec-2004 Hits: 662 )
Exceptional Customer Service - by Derek Stockley
The author of this article offers sound customer service advice to banking institutions. Also, is it possible to exceed customer expectations? Learn what the author thinks. (Added: 3-May-2006 Hits: 1324 )
Technology For Finance - Financial Technology News and Articles - Article - by Pete Cruz
The author discusses the need for banks to continually monitor and test their web-based software so that their on-line customers can receive customer service comparable to those customers waiting in line at branches. See how the author makes a good case for regular and automated testing of your company's web-sites. (Added: 30-Nov-2004 Hits: 646 )
Handling The Difficult Customer in the Banking Industry - by Chet Sigafoos
Examines the importance of dealing with difficult customers in the banking industry, with some concrete suggestions. (Added: 14-Nov-2004 Hits: 856 )
Opening Accounts and Relationships - by Alexandra DeFelice
A credit union uses service as a competitive advantage over price. (Added: 18-Jan-2006 Hits: 692 )
Age of the Never Satisfied Customer - by Micheal Kelly
We are in the age of the never satisfied customer. Industry analysts GartnerGroup calculates that across major service industries - including financial services - customer complaints have increased five-fold since 1995. In Ireland, the number of consumer complaints in the insurance industry rose by 27% last year. (Added: 1-Dec-2004 Hits: 776 )
The STP 'Big Bang' - by M.G. Nithyasree Trivikram
Straight through processing (STP) is expected to transform processing and settlement standards. M.G. Nithyasree Trivikram outlines STP market drivers and challenges, the current status of STP implementation, and the application of STP in the banking sector. (Added: 1-Dec-2004 Hits: 888 )
Customer Satisfaction for Financial Services: The Role of Products, Services, and Information Technology - by Mayuram S. Krishnan
Academic research that looks at the drivers of customer satisfaction in the world of financial services. (Added: 13-Jul-2011 Hits: 43 )
Banks Are Ignoring Your Complaints On Twitter And Facebook - by Mandi Woodruff
Firing off a tweet about a crappy customer service experience at your favorite department store might be the quickest way to get the company's attention, but don't expect a speedy response from your bank."In fact, according to a recently released survey, don't expect any response at all. (Added: 18-Nov-2011 Hits: 205 )
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