Enforceable Customer Commitments - Service that pays off
Publisher:
PricewaterhouseCoopers GmbH Wirtschaftsprüfungsgesellschaft
A snapshot of how enforceable customer commitments with financial penalties rebuild trust and drive measurable loyalty gains.
How financial penalties for unmet commitments transformed a bank's customer trust and loyalty metrics
Specific measurable outcomes: 20% reduction in complaints, 6.5% brand awareness gain, 8% annual new customer growth
Clear, published service standards on transparency, fees and quality that customers can understand and expect
excl. VAT (added at checkout)
Year:
2013
Language:
English
Pages:
5
File Format:
Abstract
The Pattern "Enforceable Customer Commitments - Service that pays off" establishes the basis for a new level of quality regarding the customer relationship. Under the slogan "If it`s not good for you, it's not good for us", a bank pledges to fulfil specific commitments concerning (1) transparency, (2) service level and (3) fees.