Implementing the paradigm shift from satisfaction to loyalty

List of publications
Visual Description
Visual Description

Author(s): T.R. Rao, Francis D'Souza
Collection: Financial Services 2005
Keywords: Choice Modelling, Customer Loyalty, Customer Satisfaction Studies

ESOMAR Best Paper Award 2005/2006
PDF version (download)
Display prices in :
EUR 15.00
Members: EUR 0.00

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

Shopping basket

Your basket is empty

Are you a member?

Log in to obtain special member prices or to download publications for free.

 Sign in  Send me my password

Not a member? Read more about membership benefits
For marketer strategists and intelligence providers worldwide, our publications represent the leading edge thinking in marketing, advertising, media and market research.

This publications service offers the opportunity to view and purchase the complete range of ESOMAR reports, books and individual papers.

For further information about publications contact ESOMAR Publications Services: