Back

Using research to help keep good customers

Date of publication: June 15, 1994

Catalogue: Seminar 1994: Banking And Insurance- From Recession To Recovery

Authors: Kate Waterhouse, Ann Morgan

Abstract:

This paper describes how Lloyds Bank tackled the issue of customer retention. The Bank used research to investigate the extent of defection due to dissatisfaction with the Bank and to explore the process leading from satisfaction to account closure. As a result of the research fundamental assumptions in the Bank about the reasons for defection and the best way of handling them were challenged, leading to the design and implementation of a new Customer Retention process.

Kate Waterhouse

Author

This is a long description of some author details.

Ann Morgan

Author

This is a long description of some author details.

This could also be of interest:

Research Papers

Help

Catalogue: Seminar 1983: Effective Advertising- Can Research Help?

Author: David Barker

 

June 15, 1983

×

Citation

Barker, D. (1983a, June 15). Help. ANA - ESOMAR. Retrieved June 23, 2025, from


https://ana.esomar.org/documents/help


Research Papers

Identifying latent dissatisfied customers

Catalogue: ESOMAR Congress 1998: The Power Of Knowledge

Authors: Josee Bloemer, Tom Brijs, Gilbert Swinnen, Koen Vanhoof

 

September 1, 1998

×

Citation

Bloemer, Brijs, Swinnen and Vanhoof (1998a, September 01). Identifying latent dissatisfied customers . ANA - ESOMAR. Retrieved June 23, 2025, from


https://ana.esomar.org/documents/identifying-latent-dissatisfied-customers-


Research Papers

Good design= good experience= good business

Catalogue: ESOMAR Conference 2005: Innovate!

Author: Alan South

 

February 27, 2005

×

Citation

South, A. (2005a, February 27). Good design= good experience= good business. ANA - ESOMAR. Retrieved June 23, 2025, from


https://ana.esomar.org/documents/good-design-good-experience-good-business


  • PDF
Fad and progress in motivation research Authors: Herta Herzog
Methodological considerations regarding marketing research for consumer durable goods Authors: Leif Holbaek-Hanssen
Service after sale and studies of market for business Authors: Archibald Maddock Crossley
Some comments on the use of 3D and strip film Authors: Henry Charles Briant
The "steps-and-parts" model for polling Authors: Stuart Carter Dodd, Chahin Turabian
What are durable and capital goods? Authors: N. H. Pearson
Advertising and marketing research (French) Authors: Philippe De Vendeuvre
Consumers economic expectations and intentions as revealed by sample surveys Authors: Henry Durant
Economic forecasts with special reference to field studies Authors: Jan van Rees
Market research for petroleum products in the automotive field Authors: D. Leerentveld
×

Citation

Waterhouse and Morgan (1994a, June 15). Using research to help keep good customers. ANA - ESOMAR. Retrieved June 23, 2025, from


https://ana.esomar.org/documents/good-design-good-experience-good-business