Customer satisfaction lies at the centre of marketing strategy. Yet delivering customer service is also about management and organisational behaviour, ensuring that the whole company, through the unique behaviours of individuals, consistently delivers what the organisation is seeking to achieve. We reveal fresh research into what consumers expect in terms of service from their financial services providers. We debate how marketing leaders must address organisational change if they are to embed customer-centric behaviours. And we create a panel to discuss how customer satisfaction is becoming a key measure of marketing performance in retail banking.
Toby Clark, Director of Research, EMEA, Mintel
Kevin Robson, Author, Service-Ability
Paul Lewis, Regional Director, Lloyds TSB