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Interview with Bank Manager

Interview with Bank Manager

Interview with Bank Manager

Second Interview

Customer Loyalty

  1. How would you describe customer loyalty?

Customer loyalty is the willingness of a client to remain loyal to the bank whenever carrying out a transaction and it results from their satisfaction with the services offered.

  • How do you measure customer loyalty?

The bank evaluates the number and frequency of transactions made by a customer. Managers argue that a client who transacts frequently with the bank is more loyal to the institution than one who transacts less. As such, a loyal customer opts to leave bank X that is closer to transact or seek financial advice at bank Y.

  • How could your bank benefit from customer loyalty in terms of profitability?

A loyal customer will transact with the bank often and recommend it to their friends, family, and relatives due to the trust established. The referred individuals and their subsequent loyalty in the long-run will help in increasing the institution’s profitability.

  • What could be other benefits of customer loyalty to your bank?
  • The bank will spend fewer resources for creating and implementing customer retention programs as they are more affordable compared to attracting new customers.
  • Loyal customers are more willing to listen thus making it easy to reach them using an email marketing campaign.
  • Loyal customers make it easy for banks to predict incoming revenue and forecast future trends.
  • Loyal customers can grow the company’s brand by promoting the institution freely without seeking compensation.
  • Instead of focusing on keeping existing customers, do you think the bank should focus on attracting new ones? Why?

The bank should focus on maintaining existing customers as they can refer new clients easily and at no cost as compared to running expensive marketing campaigns. The use of loyal customers is more likely to refer new clients. Also, acquiring new clients is more expensive than maintaining loyal customers.

Online Banking

  1. What could be the aspects/features of a good online banking platform?
  2. The user interface should be friendly and easy to manipulate.
  3. It should use an encrypted authentication system to ensure that the accounts are secure from hackers.
  4. The platform should be accessible from various devices including phones, tablets, and computers and regions to ensure easy access from any location.
  5. Why having online banking services is important to the bank in a competitive banking environment?

The current generation seeks convenience thus an online platform will ensure that the bank captures a wide market base as most people prefer and use digital devices. Individuals can make bill payments from their homes or offices without traveling to the bank. The provision of an instant payment feature will allow the bank to remain competitive in the market.

  • How could online banking help in terms of reducing costs?

Employing an automated online system will ensure that the bank reduces the number of employees needed at a given time thus decreasing the operating costs. Also, the bank can reduce the number of physical locations to a few that handle complaints that require physical presence. 

Online Banking and Customer Loyalty

  1. How could online banking help in increasing customer loyalty to your bank?
  2. The client can seek assistance immediately by accessing the online platform and solve their problem thus increasing customer satisfaction, consequently, loyalty.
  3. Clients can pay their bills or shop online thus increase their loyalty due to the offered convenience and instant responses.
  4. What are the factors that could impact the online relationship between the bank and its customers?
  5. The quality of customer service from online help. A client might seek services from competing firms if the response provided through the online platform is unsatisfactory.
  6. A non-responsive application. An application that takes long to load or carry out a transaction can prompt customers to seek alternative platforms.
  7. A security breach. Customers value their money thus feelings of insecurity while transacting in an online platform might hamper their relationship with the bank.
  8. The complexity of the user interface. The platform should be easy to use and provide guidelines to assist in its usage.
  9. How would you measure/evaluate the effect of online banking on customer loyalty?
  10. Check the social media comments on the institution’s social media pages.
  11. Monitor the number of times a client uses the online platform to carry out minor and major transactions.
  12. Conduct an online survey to determine how new clients interact with the online platform.
  13. How could the online relationship with customers be used in gaining a competitive advantage?
  14. By providing excellent online customer service to ensure the clients’ queries are handled effectively.
  15. The bank can offer advice to clients on how to secure their online accounts and increase their savings.
  16. The banking institution can utilize feedback from clients to improve its services.

Third Interview

Customer Loyalty

  1. How would you describe customer loyalty?

Customer loyalty is the tendency of a customer to seek the services of a specific banking institution several times. The client remains loyal to the firm despite the existence of other institutions offering similar services.

  • How do you measure customer loyalty?

The bank uses the Net Promoter Score metric to measure the likelihood of a client referring their friends and family to the firm. The metric is accurate as people risk their credibility when recommending an institution thus will advocate for banks they support fully.

  • How could your bank benefit from customer loyalty in terms of profitability?

Loyal customers provide direct referrals to new clients to join the institution. Referrals can be meaningful as they provide a direct link of acquiring new clients. Also, no additional funding is required to attract clients, who often join the institution without prior engagement.

  • What could be other benefits of customer loyalty to your bank?
  • A loyal client will build the institution’s brand through word of mouth.
  • Customer loyalty increases trust between the bank and the client.
  • The bank can use feedback and transaction patterns to improve customer experiences and services.
  • Increased profitability as clients can venture into other services provided by the bank.
  • Instead of focusing on keeping existing customers, do you think the bank should focus on attracting new ones? Why?

The bank should focus on attracting new customers rather than maintaining existing clients. New customers will help the bank to venture into new markets and get feedback thus ensure it remains innovative and creative.

Online Banking

  1. What could be the aspects/features of a good online banking platform?
  2. A customizable user interface that gives the users the power to manipulate it according to their preferences.
  3. The platform should be easily accessible from a range of devices including handheld devices.
  4. It should provide instant responses and not lag.
  5. It should be secure and reliable.
  6. Why having online banking services is important to the bank in a competitive banking environment?

Most institutions accept electronic payments; thus, clients will find it easy to pay their utility bills and insurance from any location. Customers can check their account balance online before making purchase decisions. The bank can respond to customer queries fast and deliver the needed services. 

  • How could online banking help in terms of reducing costs?

The bank can serve many clients simultaneously without increasing its human resource. An automatic system can help the bank to reduce the number of employees and retain those holding critical positions.

Online Banking and Customer Loyalty

  1. How could online banking help in increasing customer loyalty to your bank?
  2. By providing instant feedback on customer queries to increase customer satisfaction.
  3. A customer can use the platform at their convenience to carry out online transactions 24 hours a day without interruptions.
  4. The bank can send its clientele goodwill messages during their holidays and birthdays to create long-term relationships.
  5. What are the factors that could impact the online relationship between the bank and its customers?
  6. A high transaction failure rate. Clients might doubt the system’s efficiency if transactions lag or fail often.
  7. Poor online customer service. Clients can shift to a competitor bank if they receive poor service.
  8. Security concerns. Security breaches are likely to lower the confidence level of clients with the banking institution.
  9. Total system failure. Customers might seek alternative banking institutions in cases of failure in service delivery.
  10. How would you measure/evaluate the effect of online banking on customer loyalty?
  11. Conduct a survey to determine whether the online platform has improved service accessibility and improved customer satisfaction for existing clients.
  12. Check the frequency at which clients revisit the online platform to carry out transactions.
  13. Seek feedback from clients on social media platforms concerning how the online banking platform has improved service delivery and convenience.
  14. How could the online relationship with customers be used in gaining a competitive advantage?
  15. The bank can provide instant banking services to clients 24 hours a day.
  16. Usage patterns generated from the online platform can help the banking institution to predict client behavior.
  17. Feedback from clients can help to improve the existing software thus increase service delivery.

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