The service1st programme at Bank of Ireland

Etherington, Lyn
March 2009
Journal of Database Marketing & Customer Strategy Management;Mar2009, Vol. 16 Issue 1, p4
Academic Journal
Case Study
The article presents a case study on the effort of the Bank of Ireland to improve its relationship and service for customers. It relates that the service1st programme established by the bank's chief executive for Retail Banking has been successful in addressing the emerging concerns on customer service. It highlights the involvement of employees on guaranteeing customer satisfaction. It discusses the key learning from the program including the distinguish leadership of the chief executive.


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