CASE STUDY: Bank of America Customer Service – Good Customer Satisfaction
Bank of America is one of the world's biggest budgetary foundations, serving singular customers, little and center market organizations and substantial partnerships with a full scope of keeping money, contributing, resource administration and other monetary and hazard administration items and administrations. The organization gives unmatched comfort in the United States, serving more than 59 million customer and private company associations with more than 6,100 retail saving money workplaces, more than 18,000 ATMs and a web based managing an account with more than 25 million dynamic clients. Bank of America offers administrations to more than 4 million private …show more content…
Actually, numerous workers saw the name Bank of America as an incredible expansion to their resume (Glassdoor, 2013).
Price
Charges/Fees were the main grievance among buyer surveys, so it's nothing unexpected that I found various issues with Bank of America in regards to perceived value-based pricing. Here's one case of a client's complains with BOA in regards to its pricing strategy..
SOLUTION TO PROBLEMS
Perceived Service Quality
According to Forbes Magazine, customer service is the new marketing (Mickiewicz, 2011). CVATTM analysis indicated that Bank of America is seriously struggling with providing exceptional customer service, but I think they can take care of these by doing these things listed below
1) Listen to the customer.
2) Improve communication about products and services
3) Make complete customer satisfaction a top priority.
Perceived Product Quality
While Bank of America’s Perceived Product quality had decent results from the CVAT survey, BOA would be wise to manage the quality of their offerings. I recommend that BOA implement the following to make their product quality even
Bank of America is one of the world's biggest budgetary foundations, serving singular customers, little and center market organizations and substantial partnerships with a full scope of keeping money, contributing, resource administration and other monetary and hazard administration items and administrations. The organization gives unmatched comfort in the United States, serving more than 59 million customer and private company associations with more than 6,100 retail saving money workplaces, more than 18,000 ATMs and a web based managing an account with more than 25 million dynamic clients. Bank of America offers administrations to more than 4 million private …show more content…
Actually, numerous workers saw the name Bank of America as an incredible expansion to their resume (Glassdoor, 2013).
Price
Charges/Fees were the main grievance among buyer surveys, so it's nothing unexpected that I found various issues with Bank of America in regards to perceived value-based pricing. Here's one case of a client's complains with BOA in regards to its pricing strategy..
SOLUTION TO PROBLEMS
Perceived Service Quality
According to Forbes Magazine, customer service is the new marketing (Mickiewicz, 2011). CVATTM analysis indicated that Bank of America is seriously struggling with providing exceptional customer service, but I think they can take care of these by doing these things listed below
1) Listen to the customer.
2) Improve communication about products and services
3) Make complete customer satisfaction a top priority.
Perceived Product Quality
While Bank of America’s Perceived Product quality had decent results from the CVAT survey, BOA would be wise to manage the quality of their offerings. I recommend that BOA implement the following to make their product quality even