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Research papers

Implementing the paradigm shift from satisfaction to loyalty

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,...

Catalogue: ESOMAR Conference on Financial Services 2005
Authors: Francis D'Souza, T. R. Rao
Company: Market Probe International Inc.
February 1, 2005