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Global Market Research 2011
Global Market research 2011 is the 23rd annual industry study undertaken by ESOMAR. Providing a comprehensive and authoritive view on the state of the market. Available now in the Publications Store
Implementing the paradigm shift from satisfaction to loyalty
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Author(s): T.R. Rao, Francis D'Souza Collection: Financial Services 2005 Keywords: Choice Modelling, Customer Loyalty, Customer Satisfaction Studies  ESOMAR Excellence Award Nominee - Best Paper 2005/2006 |
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| EUR 15.00 Members: EUR 12.00 |  |
The focus of this paper is the design of a Voice of the Customer feedback program for the multinational bank, Standard Chartered Bank (SCB), thereby ushering in a major transformation from a sales-oriented culture to a customer-oriented culture.
SCB, with the development of an all-encompassing 'Outserve' the competition theme, built different metrics of performance for evaluating different customer experiences relevant to their strategies in each market.
Date of publication: 01.02.2005
ISBN: 92 831 1371 3
Order Code: S292-03
Number of pages: 0
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For further information about publications contact ESOMAR Customer Service:
publications@esomar.org
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