Customer Experience Management in Banking Sector
Journal Title: International Journal of Management, IT and Engineering - Year 2018, Vol 8, Issue 2
Abstract
Globalization and the advent of Internet technology has radically changed the way businesses are conducted across the globe. Earlier companies were talking about how to deliver a differentiated product offering and constantly improve customer service in order to achieve customer satisfaction. However, products and services are no longer the primary differentiator, since they are commoditized to a form of almost uniform blandness. Today the differentiator that companies rely on to achieve a competitive advantage is the experience created with a brand (product/service) that a customer carries in his head. A great experience has to be created, because it doesn‘t happen by accident. Thus ‗customer experience‘ and Customer Experience Management (CEM) is becoming the new frontier for customer-centric organizations. The research paper – ‘Customer Experience Management in Banking Sector’ highlights the domain, importance and implementation of this emerging marketing practice. Taking the case study of banking industry in the service sector, the author has given an example of a private-sector bank that has already tried to continuously improve customer experience at various touch points. The paper also highlights the implications drawn from the findings of a primary (descriptive) research study conducted by the author in order to explore the different avenues for providing a positive customer experience by the banking industry.
Authors and Affiliations
Dr. Jasmine Gupta
Keywords
Related Articles
- EP ID EP19116
- DOI -
- Views 349
- Downloads 18
slugHANDLING OF SYNCHRONIZED DATA USING JAVA/J2EE
This paper proposes use of a Vector Data Structure mechanism for Human Resource Management System over the Web Application. Array is the static memory allocation. It allocates the memory for the same data type in seque...
BUSINESS MODELS OF MICRO FINANCING INSTITUTIONS NEED HOLISTIC CHANGE TO ACHIEVE THE DESIRED OBJECTIVE OF EMPOWERING POOR TO ATTAIN CAPABILITY AND CONNFIDENCE TO EARN THEIR L IVELIHOOD WITH DIGNITY AND EASE
The recent spurt of suicides of farmers in various states of India particularly in Andhra Pradesh where MFIs have blossomed and provided a role model for other states to develop and nurture such institutions in their r...
slugA STUDY ON SATISFACTION LEVEL AND PROBLEMS FACED BY POULTRY FARM OWNERS’ WITH SPECIAL REFERENCE TO NAMAKKAL DISTRICT, TAMILNADU
In recent years there has been growing recognition among the development community of the role of poultry production is accelerating the pace of poverty reduction and reaching out to the poorest of the poor. There is a...
The Relevance of Online Talent Acquisition in Acting Industry
A fundamental transformation that the acting industry is going through by evolving talent acquisition in a strategic approach,the online talent portals are incorporating corporate culture, from the traditional approach...
“THE STUDY OF RELATIONSHIP BETWEEN CAPITAL STRUCTURE AND COST OF CAPITAL” WITH RESPECT to Industries from Ahmednagar District
A business organization requires funds for various activities of the enterprise. Requirement of funds can be broadly categorized as Long-term requirement and Short-term requirement. The long-term requirements of funds...