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Customer Delight in BANKS (Davis, Mohit, Seethal)

Customer Delight in BANKS (Davis, Mohit, Seethal)

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Published by aarun01

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Published by: aarun01 on Aug 27, 2009
Copyright:Attribution Non-commercial


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Customer Delight inCustomer Delight inBANKSBANKS
Mohit Narwal (62), Davis Lazarus (09), Seethal (43)
The truth about
Ten times more expensive to acquire anew customer than to keep a currentcustomer -
Bain & Company Research
Customers are lost primarily due toindifference (66%) versus dissatisfaction(14%) -
Customer Delight?
Delighted customers are those whereyou anticipate their needs, providesolutions to them before they ask andwhere you are observing to see if newand/or additional expectations are aboutready to be required.

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