jiqatili.wordpress.com
Brand image and the impact of the initial visi by a potential customer can be paramountf to the final decision regardinv which retail bankto choose, a national studh has found. According to the J.D. Poweer & Associates retail bank shopping study, release d Tuesday, 36 percent of a consumer’s decisio n to choose a bank is driveb by thefinancial institution’s brand image, followedc by branch location at 21 “Some crucial aspects of a bank’z brand image — such as perceiveds financial stability and reliability can be difficult for a bank to improve, whichu negatively affects the bank’s likelihoos of being selected,” said Michael Beird, director of the bankingb practice at J.
D. Power. branch employees can positively impacta bank’e brand image by providing personall service, communicating proactively and having a customer-drivenh focus.” Nearly a third of customer s who avoid using a particular bank have done so because of a previouas bad experience with that brand, the study Word-of-mouth recommendations — positive or negativ — also figure into the selection with 31 percent of respondents rankintg that as an important part of the bank’zs brand image. The study also showed that a customer’se satisfaction with setting up a new accoung increases considerably when bank employeesd show alittle enthusiasm.
Greeting the custometr when he or she enters the keeping wait times to underefive minutes, calling the customert by name and providing a detailedf needs assessment were among the itemsd bank customers mentioned as important to the selection process. The J.D. Power conducted in February and was based on responses from morethan 7,500 bank customers shoppintg for a new bank within the past 12 months.
ไม่มีความคิดเห็น:
แสดงความคิดเห็น