Sell services and satisfy customers ... by phone? (includes related article): An article from: Bank Marketing

This digital document is an article from Bank Marketing, published by Bank Marketing Assn. on July 1, 1993. The length of the article is 3062 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: Chase Manhattan Bank underwent a series of changes in terms of corporate culture and philosophy when Thomas Labrecque became its chairman and CEO in 1989. The new head also embarked on a marketing research project intended to find out how the bank is perceived by the public. Results showed that most people see Chase as a bank for large, conservative corporations rather than as a consumer's bank. To correct this misconception, Chase adopted a new advertising strategy and change the way it dealt with its customers. Pres and COO Arthur Ryan introduced the concept of the Chase Information Center (CIC) whose primary missions are to provide customers with the highest level of service quality and professionalism, and with a readily accessible toll-free number to connect these customers to all Chase retail entities. The CIC received its one millionth customer call in May 1993.

Citation Details
Title: Sell services and satisfy customers ... by phone? (includes related article)
Author: Tanja Lian
Publication:Bank Marketing (Magazine/Journal)
Date: July 1, 1993
Publisher: Bank Marketing Assn.
Volume: v25 Issue: n7 Page: p12(5)

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