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Implementing the paradigm shift from satisfaction to loyalty

Date of publication: February 1, 2005

Catalogue: ESOMAR Conference on Financial Services 2005

Company:

Authors: Francis D'Souza, T. R. Rao

Abstract:

The focus of this paper is the design of a Voice of the Customer feedback program for the multinational bank, Standard Chartered Bank (SCB), thereby ushering in a major transformation from a sales-oriented culture to a customer-oriented culture. SCB, with the development of an all-encompassing 'Outserve' the competition theme, built different metrics of performance for evaluating different customer experiences relevant to their strategies in each market.

Francis D'Souza

Author

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T. R. Rao

Author

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Kristensen and Martensen (1996a, November 01). Linking customer satisfaction to loyalty and performance. ANA - ESOMAR. Retrieved June 01, 2025, from


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Citation

D'Souza and Rao (2005a, February 01). Implementing the paradigm shift from satisfaction to loyalty. ANA - ESOMAR. Retrieved June 01, 2025, from


https://ana.esomar.org/documents/the-mismeasure-of-satisfaction