How to lose a 30-year customer. (loss of bank customers due to poor service quality) (Service Quality Resource): An article from: Bank Marketing

This digital document is an article from Bank Marketing, published by Bank Marketing Assn. on July 1, 1992. The length of the article is 1525 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

From the supplier: The unfavorable experiences of a bank customer with a local bank where he had been conducting business for thirty years serves to emphasize how poor customer service, particularly in the case of faithful customers, can result in the bank's loss of the customer. The error can prove to be very costly to banks, as in the disgruntled 30-year old customer's transfer of over $750,000 in financial assets and transactions to other banks that were more willing to attend to his banking needs. The deterioration of bank service began with the bank's change of ownership and was enhanced by the new management's failure to rectify the poor level of customer service quality it was delivering to existing customers.

Citation Details
Title: How to lose a 30-year customer. (loss of bank customers due to poor service quality) (Service Quality Resource)
Author: Richard B., Jr. Foster
Publication:Bank Marketing (Magazine/Journal)
Date: July 1, 1992
Publisher: Bank Marketing Assn.
Volume: v24 Issue: n7 Page: p63(2)

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