Case Study 1: People, Service, And Profit At Jyske Bank

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Register to read the introduction… Beginning with the tangible changes made by Jyske, there are many connections between these changes and the 7 P’s of the marketing mix. Account Teams relate to “People” as these teams are there for individual customers to develop relationships and fully service customer needs. Branch Design and Details are classified as “Physical Evidence”. Designing the branches to make the customer feel comfortable while also adjusting business cards to add more detail has everything to do with what the customer sees as professional. The intangible changes had a lot to do with process and people. Employees must be trained to deliver the core values of Jyske Bank, which involves communication with customers. Human Resources has to focus on hiring the correct people who embody the Jyske Differences. Metrics and Financial Results focus on “Product” and “Process” as it provides feedback on whether the service is being effectively delivered. The changes all have aspects of the marketing …show more content…
The effects of the changes discussed in questions seven and eight can visualized by the graphs and figures provided in the case study. Exhibit 2 from the Case Study displays the quality of service among Danish Banks conducted among 1,750 companies. Jyske is not only rated number one in each category but is rated number one in the categories that distinctly relate to the customer gap. If Jyske has met customer expectations than they most likely have closed their provider gaps. Another exhibit worth analyzing is Exhibit 6. This shows the Jyske Operating results between the years of 1998 and 2002. Customers have increased from about 430,000 to about 470,000 while full-time staff has increased from about 2,900 to about 3,300. These large numbers can be attributed to the closing of the provider gaps along with the customer gap. 10. Jyske Bank can sustain its growth based on its current strategy. What Jyske has created with “Jyske Differences” is not something that differentiates them in the short term. Jyske is focused on the customer and listening to the customer as their views change. If Jyske can continue to train its employees to meet customer expectations, it should have no problem sustaining growth. Every business needs to change to an extent in order to sustain growth. I believe Jyske Bank has change built into their current

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