IMPACTING THE CUSTOMER EXPERIENCE
AT A BANK BRANCH THROUGH A DIGITAL COMMUNICATIONS
NETWORK
CONTENTS
Introduction
Discussion
A. Attributes of a Bank Digital Communications Network
B. Differentiating the Bank Branch by Impacting the Customer Experience
i. Branch Environment
ii. Customer Experience
iii. Information Technology Spending
iv. Bank Marketing Mix
C. Branch Benefits
i. Building Customer Loyalty
ii. Wait Time
iii. Branch Productivity
iv. Consultative Product/Service Sales
v. Customer and Employee Education
vi. New Product/Service and Promotional Trials
D. Measurement Methodologies
i. Strategy Alignment
ii. Outcomes
iii. Data Analysis
CONCLUSION
AT A BANK BRANCH THROUGH A DIGITAL COMMUNICATIONS
NETWORK
CONTENTS
Introduction
Discussion
A. Attributes of a Bank Digital Communications Network
B. Differentiating the Bank Branch by Impacting the Customer Experience
i. Branch Environment
ii. Customer Experience
iii. Information Technology Spending
iv. Bank Marketing Mix
C. Branch Benefits
i. Building Customer Loyalty
ii. Wait Time
iii. Branch Productivity
iv. Consultative Product/Service Sales
v. Customer and Employee Education
vi. New Product/Service and Promotional Trials
D. Measurement Methodologies
i. Strategy Alignment
ii. Outcomes
iii. Data Analysis
CONCLUSION
PLATT RETAIL
INSTITUTE
INSTITUTE
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