Paradoxes of customer service to be presented at Business Banking 2005
(21 September 2004 – Australia) Bank customers see less differentiation between individual banks than "between bars of soap or insurance policies," a study by US based Business Banking Board has found.
Entitled Shattering the Service Myth: Redefining the Service Mandate for Commercial Customers, the report uses real cases studies and independent research to determine best practice in retaining and winning customers from a service perspective.
The Board found that while banks believe that providing excellent service differentiates one bank from another, there are three "paradoxes" of service that actually "inhibit" differentiation.
The first of these is that a consistent customer experience makes an institution less differentiated; the second is that despite organisations’ efforts to reduce errors, customers heavily discount operational excellence; the third paradox is that banks’ efforts to "delight" customers today will probably disappoint them tomorrow.
Business Banking Board director Kelleen Griffin will be in Sydney to discuss these issues and others at Business Banking 2005 conference on 10 November.
A regular visitor to Australia with a deep understanding and international perspective of Australia’s banking markets, Ms Griffin has more than fifteen years experience in banking and finance. This includes five years on Wall Street with Royal Bank of Canada, where she functioned as both a relationship manager and a product specialist.
Further information on Ms Griffin’s presentation and the inaugural Business Banking 2005 conference, can be found at businessbanking2005.com.
The Board found that while banks believe that providing excellent service differentiates one bank from another, there are three "paradoxes" of service that actually "inhibit" differentiation.
The first of these is that a consistent customer experience makes an institution less differentiated; the second is that despite organisations’ efforts to reduce errors, customers heavily discount operational excellence; the third paradox is that banks’ efforts to "delight" customers today will probably disappoint them tomorrow.
Business Banking Board director Kelleen Griffin will be in Sydney to discuss these issues and others at Business Banking 2005 conference on 10 November.
A regular visitor to Australia with a deep understanding and international perspective of Australia’s banking markets, Ms Griffin has more than fifteen years experience in banking and finance. This includes five years on Wall Street with Royal Bank of Canada, where she functioned as both a relationship manager and a product specialist.
Further information on Ms Griffin’s presentation and the inaugural Business Banking 2005 conference, can be found at businessbanking2005.com.
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