|
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:
Customer Loyalty in Retail Banking (Part 2 of 2) - by Jim MillerDoes improving the client experience really improve profits or is it just a feel good exercise? According to the Bain and Company report Customer Loyalty in Retail Banking: North America 2010, released in October 2010, it absolutely does. The study confirms that loyal customers stay longer, buy more products, cost less to service and recommend their bank more often. Most importantly, banks that lead through loyalty, experience higher growth rates and lower cost of funds. Key findings from the Customer Loyalty in Retail Banking study include the following (Added: 19-Jan-2011 Hits: 188 )
Bank Director Magazine - Up with People! - by Thomas K. Brown
Quality customer service can be a powerful competitive differentiator. Here are four ways to help your employees deliver it within the banking industry. Simple and straightforward hints. (Added: 30-May-2005 Hits: 906 )
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: 875 )
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: 635 )
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: 1303 )
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: 861 )
How bank branches can improve customer service - by na
So what is it about a branch that makes customers come back for more? Force of habit and a lack of confidence in their ability to use high technology channels explain why older customers have stayed loyal to the branch. But it is seen that even those who routinely use electronic banking prefer to use the branch under certain circumstances discussed below: (Added: 18-Nov-2011 Hits: 71 )
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: 830 )
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: 647 )
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: 1078 )
The Bird in the Hand - by Lori Widmer
A persistent myth of the brokerage industry is that prospecting is the best way to expand a practice. Acquiring clients is, of course, an important part of establishing an advisory business. But once that groundwork is laid, advisors are far more likely to profit from expanding relationships with existing customers."" "“It costs 10 times more to get a new customer than to keep a current one,” says Patti Hathaway, business advisor and author whose consulting business, The Change Agent, deals with improving customer loyalty and interpersonal communications skills. Investment sector. (Added: 2-Jun-2005 Hits: 601 )
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: 176 )
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: 24 )
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: 649 )
Opening Accounts and Relationships - by Alexandra DeFelice
A credit union uses service as a competitive advantage over price. (Added: 18-Jan-2006 Hits: 677 )
Improving customer relationship management (CRM) in banking: Integrated delivery channels - by na
Ultimately, 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: 505 )
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: 621 )
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: 757 )
Improving the efficiencies of delivering service to your lending customers - by Kathleen M. Beans
Improving efficiencies is key for financial institutions that want to better serve their small business and middle-market customers--and do it more economically. Underwriting, monitoring, and collections are the primary areas where institutions can improve efficiencies regardless of their size or reliance on credit scoring, says Charles B. Wendel, president of Financial Institutions Consulting, Inc. (Added: 6-Mar-2006 Hits: 540 )
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: 534 )
We have much more on this topic: Please Search!
|
Christmas is Coming. Do You Know How To Deal With the Hot, Frustrated, Irate Customers?
If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.
Get The printed version from amazon!
Got A Kindle? We have it covered. Click here to get your copy from the Kindle store.
Amazon Reviews Verified By Amazon
Lisa S. In California: Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.