GIVE THE CUSTOMERS WHAT THEY WANT - BAI's The Frontline Experience consumer research calls for a rethinking of the one-size-fits-all approach to relationship-building; some customer segments will be receptive, others won't. And all involved -- Consumers, management and employees -- Say the frontline needs help.
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Banking strategies : management insights in financial services. - Chicago, Ill. : BAI, ISSN 1049-1775, ZDB-ID 13442399. - Vol. 81.2005, 6, p. 18-42
Retail Banking Special Report: Part 2 - Front-Line Performance Gap - Even with plans, processes and technology in place, retail banking executives reveal overall dissatisfaction with results, indicating widespread need for improvement in hiring, training and front-line tactics.
McAdam, Paul, (2004)
McAdam, Paul, (2003)
McAdam, Paul, (2006)
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