What Zappos and T-Mobile Can Teach Banks About Customer Service

Pervola, Jessi
May 2015
American Banker;5/6/2015, Vol. 180 Issue 69, p0
Trade Publication
The article discusses the poor customer service design of the banking industry and offers a true user experience design as a solution in order to deliver better user experience. It mentions the model of different companies such as Zappos.com Inc. and T-Mobile USA Inc. that work on customers' side by providing better customer services.


Related Articles

  • I AM... SGB. Hsieh, Tony // SGB;May2013, Vol. 46 Issue 5, p64 

    An interview with Tony Hsieh, chief executive officer of Zappos Retail Inc.is presented. When asked what was their primary driver of growth he said that they invested the money for customer services rather than advertisements and states that the customers did the marketing for them. When asked...

  • Reasons of their discontent. Chakravarty, Sugato; Feinberg, Richard; Widdows, Richard // Bank Marketing;Nov97, Vol. 29 Issue 11, p49 

    Reveals what kind of relationship customers want with their banks and the major factors defining this relationship. Two methods used to get a clearer picture of the relationship that customers want from their banks; Specific events that caused customers dissatisfaction and lead to switching;...

  • Is banking loyalty dead?  // MarketWatch: Financial Services;July 2003, Vol. 2 Issue 7, p18 

    Reports on the decline of banking loyalty in Great Britain. Importance of customer services of banks; Absence of loyal customers.

  • Why Satisfying the Customer Is Good Business. Motley, L. Biff // Bank Marketing;Apr2000, Vol. 32 Issue 4, p44 

    Reports on the result of a survey conducted by the American Customer Satisfaction on customer satisfaction among bank customers. Correlation between customer satisfaction and shareholder value; Overall customer satisfaction; Implications of the survey result.

  • Banks Scoring Bette in Customer Satisfaction. Motley, L. Bill // ABA Bank Marketing;May2003, Vol. 35 Issue 4, p48 

    Discusses the progress of U.S. banks in improving their customer service. Aggregate scores for banks in the 2002 industry sector scores released by the American Customer Satisfaction Index and the University of Michigan; Reasons for the high customer satisfaction scores of banks; Information on...

  • Even in a Crisis, Service Is Critical. Peterson, Thad // American Banker;9/12/2008, Vol. 173 Issue 177, p10 

    The author reflects on the importance of customer service at banks during a financial crisis. The impact which poor customer service can have on a bank is discussed. Steps which the author feels bank managers should take to ensure good customer service at their banks are mentioned including...

  • How to lengthen, deepen and broaden customer�firm relationships with online financial services? Chiung-Ju Liang; Hui-Ju Chen // Journal of Financial Services Marketing;Dec2009, Vol. 14 Issue 3, p218 

    This study aims to examine the influence of online relationship marketing on consolidating online customer�firm relationships. Through developing an empirical model, this research explores the links between online relationship bonds (financial, social and structural bond), online...

  • Extreme banking. Bengston, Tom // North Western Financial Review;2/15/2008, Vol. 193 Issue 4, p6 

    The author reflects on the importance of offering efficient customer services by banks. He likens such service to the quickness shown by the crew of the television program "Extreme Makeover: Home Edition," in which they rebuild and renovate a house in just seven days. He lauds banks that...

  • Implementing a Customer Relationship Strategy: The Asymmetric Impact of Poor Versus Excellent Execution. Colgate, Mark R.; Danaher, Peter J. // Journal of the Academy of Marketing Science;Summer2000, Vol. 28 Issue 3, p375 

    The benefits of developing customer relationships are well established. However, a well-intentioned relationship marketing strategy may fail because of poor implementation. In this study, the authors look at the effects of implementing a customer relationship strategy. Specifically, they examine...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics