Resources Library by ANA

Technology in banking

There can be little doubt that the influence of technology is fundamentally changing the nature of the relationship between our High Street banks and their customers. In the United Kingdom, this is most graphically illustrated by the growth in the...

Catalogue: ESOMAR/EFMA Seminar 1996: Consumer Trends In Banking And Insurance

Author: Doug Komiliades

Company: FDS International Ltd

May 1, 1996

Research for corporate decisions

The ABN AMRO bank has outsourced the Consumer Marketing Research Department. The NIPO the major Marketing Research company in the Netherlands handles all the marketing research for the consumer market. The NIPO consultant has responsibility for the...

Catalogue: ESOMAR Congress 1995: Making The Decision

Authors: Jan Bouts, Marga Brijs

Company: NIPO

September 1, 1995

Using research to help keep good customers

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....

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

Authors: Kate Waterhouse, Ann Morgan

June 15, 1994

Managing customer relationship profitability

This paper focuses on customer relationships in retail banking. Understanding customer relationships and especially the profitability of them requires the development of new concepts and tools. The paper discusses some concepts and tools available to...

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

Authors: Kaj Storbacka, Aulikki Luukinen

June 15, 1994

Bank brand equity and its applications using Fond(s) De Marque® studies

All banks attempt to convince the public of their specificity and the specificity of the products and services that they offer. The efforts to do so are often in vain because, with the exception of a few well informed clients, banking clients tend to...

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

Authors: Esther Flath, Claude Charbonnier

Company: SORGEM IMR

June 15, 1994

Unusual bedfellows

In 1993 Girobank decided to embark upon a mystery shopper exercise to provide information as input to its Total Quality management system. Girobank had already undertaken regular monitoring of its customer service through continuous customer surveys...

Catalogue: Seminar 1994: The Changing Faces Of Panel Research

Authors: John Buckle, Sarah McKee

Company: MSS Research

June 15, 1994

Market research for mergers and acquisitions

The number of M&A transactions involving German firms has risen sharply since the mid-1980s. An important influencing factor was the development of the internal market of the European Community. The demand for professional services in the area of...

Catalogue: Seminar 1992: Banking And Insurance- Pressure On Profits, Pressure On Research

Author: Hans-Jürgen Kräh

June 15, 1992

Through the eyes of the customer

In the UK, the re-design of bank and building society branches is currently in vogue. Many financial institutions are re-evaluating the role of their branches as a distribution channel and beginning to consider themselves as financial retailers with...

Catalogue: Seminar 1992: Banking And Insurance- Pressure On Profits, Pressure On Research

Authors: David Riley, Patricia A. Knott

June 15, 1992

Added value products

The Spanish Financial Sector is undergoing a big process of change and mergers and in the future far fewer financial entities will offer a far wider range of products. Customers are losing their loyalty to the financial institution and establishing...

Catalogue: Seminar 1992: Banking And Insurance- Pressure On Profits, Pressure On Research

Author: Felix Serrano Alda

June 15, 1992