| Papers [1-15] of 100 :: [Page 1 of 7] | | Go to page : 1 2 3 4 5 6 7 —> | Search results on "FINANCIAL IMPACTS CUSTOMER COMPLAINTS": |
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The Financial Impacts of Customer Complaints, 2008.
A research paper assessing the effectiveness of offering discounts as a service failure recovery technique in the hotel industry.
8,525 words (approx. 34.1 pages), 20 sources, APA, $ 180.95
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Abstract
This research paper assesses whether hotel companies should offer customers a discount by way of compensation for service failure. The study assesses whether offering customers a discount is an effective strategy to ensure their repeat business in spite of having suffered poor service. The study also assesses whether it is in the financial interests of the company to offer such compensation. This is done by evaluating whether the company is able to generate the cost of the discount back from the customer through their repeated business.
Outline:
Introduction
Background
Purpose of the Study
Importance of the Study
Hypothesis
Outline Methodology
Sources of Information
Reliability and Validity of Data
Limitations of the Study
Summary of Research Questions
Literature Review
Methodology
Results
Discussion
From the Paper
"The study is important in determining the strategy which the hotel industry should pursue in regards to offering discounts to customers. The practice of offering compensation as a means of service recovery is currently routine in many hotels. There has however been little analysis conducted as to whether the strategy is actually beneficial to the hotel. In the current market the conditions under which the strategy was devised do not necessarily hold, so there is no guarantee that the strategy remains as effective as when first introduced. It is important that the effectiveness of the strategy is assessed in order to ensure that the hotel can maintain their profitability and competitive market share."
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Marketing: Switching Costs and Customer Loyalty, 2004.
An in-depth investigation of the role of switching costs in influencing customer loyalty in the financial services industry.
12,900 words (approx. 51.6 pages), 62 sources, APA, $ 245.95
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Abstract
This investigation presents an in-depth study of marketing, its techniques and different applications depending on the climate in which the marketing takes places. The paper defines the elements of distinctions between traditional and e-marketing. It looks at how different companies - both financial and retail - currently use integrated marketing concepts in their relationship marketing strategy as a way to encourage customer service and therefore strengthen customer relations. The paper offers an in-depth look at the marketing tactics utilized by Countrywide Financial Corporation and its international offshoot of Global Home Loans, located in the United Kingdom. This includes some background history on the organizations and their relationship. This paper also defines important terms to allow better understanding of how marketing, cost and customer loyalty form a direct and vital relationship with each other, regardless of method, agent or presence they are applied to. The paper focuses on different attributes of how these concepts work together to make business practices possible. This includes an exploration of the techniques used to market a product. It also focuses on how market segmentation and demographics play an important role in defining the market place but also allow an organization to target the best possible "match" consumer for its product or service. The paper looks at how a proactive marketing analysis allows an organization knowledge of the consumer in order to build a lasting relationship. It also explores the implications of such marketing techniques and how different degrees of brand presence within the market can create different concerns regarding risk and too much exposure. This also includes any threat to protection of intellectual property as well as the organization's image and customer relations.
Paper Outline:
Introduction
Purpose of the Study
Company Profile
Literature Review: The Role of Switching Costs
Traditional Marketing Strategy-Brick and Mortar
Knowing the Market and Demographics
Globalization
Customer Loyalty
E-Marketing and E-Commerce
Implications and Concerns Regarding E-Marketing
Conclusion
References
From the Paper
"The best way to utilize marketing to an organization's best benefit is to simply know the market in which business is done. It is imperative a company knows its target and be flexible to new targets. An organization can remain at the forefront by having a cutting edge attitude toward change within the target audience. Gordon writes, "The mood of the marketplace profoundly affects a campaign's success. It is important to respond correctly" (2003, p. 1). Also to remain competitive, an active pace is needed. Instead of allowing the market to define the marketing strategy, the organization should strive to define the marketplace. This can be done through incorporating innovative ideas across the board."
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The Financial Services Industry and Voice over Internet Protocol (VoIP), 2008.
A thesis analyzing the impact of voice over Internet (VoIP) protocol in the financial services industry.
19,660 words (approx. 78.6 pages), 21 sources, APA, $ 249.95
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Abstract
This paper examines the adoption of voice over Internet (VoIP) protocol in each segment of the financial services industry, specifically focusing on the adoption practices in small, mid-size and large financial services firms. The author points out how companies at each strata of the financial services market change their processes to take advantage of the customer-centric, financial operations and services aspects of having VoIP-based systems in their organizations. The paper researches questions about the adoption of VoIP and its relationship to customer loyalty, the modification of quoting, ordering and payment systems using VoIP, the return on investment (ROI) and how well the customers of financial services firms are adopting VoIP-based applications. Includes several color graphs, figures and illustrations.
Table of Contents:
Introduction
Executive Summary
Context of the Problem
Problem Statement
Specific Research Questions
Study Significance and Contribution to This Field
Research Design and Methodology
Phase I: Exploratory Research with Industry Experts using Experience Interviews Phase II: Early Adopter Research
Primary and Secondary Sources of Information
Organization of the Study
Literature Review
Summary
Factors Driving Financial Services' Technology Adoption
Financial Services Technology Needs Assessment
Defining the Financial Value Chain (FVC) and the role of VoIP
VoIP Market Dynamics in Financial Services
Applications Are the Agents of Change in VoIP Financial Services
Introducing the VoIP-Enabled Enterprise
Consensus of Industry Analysts on VoIP in Financial Services
VoIP within Financial Services: A Study of Transitions
Grant Thornton Case Study
Selection Criteria and Evaluation for VoIP System
Deployment at Grant Thornton
Results of the VoIP Implementation
Defining Voice over Internet Protocol
How does VoIP Work?
Step 1: Voice to Digital Data Transformation
Setp 2: Digital Data to IP Transformation
Step 3: Transmission
Step 4: IP Packet to Digital Data Transformation
Step 4: IP packet to Digital Data Transformation
Step 5: Digital Voice to Analog Voice Transformation
The Critical Role of VoIP Standards
A Critical Success Factor in Financial Services in Security over VoIP
Threats to VoIP
Confidentiality
ARP floods
VoIP Influence on Customer Loyalty
Executive Summary
Touch-Tone Interactive Voice Recognition
Automated Speech Recognition
Web Self-Service Sites
Analysts'\ Recommendations for Creating Value-Added Services Based on VoIP
Analysts' Recommendations for Launching Self-Service Channels Based on VoIP
Summary
From the Paper
"Applications are the integration point between technology and business processes, and the growth of VoIP-based applications specifically in the areas of financial services and the growth of online banking, online investing and the many services financial institutions are working to deliver over the Internet.
"In a world of circuit switched networks (the foundation of PSTN Service), telephony has always been about access and security. The role of security in circuit switched networks is one that is highly matured, trusted, and relied on by even the most resistant-to-change financial institutions."
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Customer Satisfaction Processes, 2008.
Examines extensively customer-centricity and customer and employee satisfaction in organizational structures and processes.
11,520 words (approx. 46.1 pages), 51 sources, MLA, $ 225.95
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Abstract
This paper explains that customer-centricity as a concept is applicable to virtually every area of the business paradigm. The paper also points out that customer satisfaction, as determined by many quantitative and qualitative factors, is the primary measure of the successful customer-centric organization.The paper further emphasizes that customer satisfaction and employee satisfaction can be seen as two sides of the same process. The paper then looks at ways that various companies utilize a consumer-centric approach that encourages the testing of new or amended policies in real-world situations.
Table of Contents:
Introduction
Customer Satisfaction and Total Quality Management
Customer Relations: Caring for the Customer as a Unique Individual
Marketing Programs
Sales Automation
Support/Services Automations Software
Employee Satisfaction
Working Environment and the Happy Employee
Good Customer Service and Treating Employees Fairly
Human Resources Management
Business Intelligence
Conclusion
From the Paper
"As computer manufacturers, Acer, and companies like it, would probably appreciate the electronic help that has become available in recent years within the field of customer relations. In today's business world, customer-centric organizations may take advantage of applications that are specially designed to handle the overall problems of customer relations. Customer Relationship Management, or CRM, software consists of programs designed to serve the needs of a company's customers - wherever those customers might be found."
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Loyalty in Online Services of Financial Companies, 2008.
A research paper that analyzes of innovations in information technology in the financial services industry and the effect on customer loyalty.
11,762 words (approx. 47.0 pages), 31 sources, APA, $ 228.95
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Abstract
This paper analyzes the factors that affect a customer's loyalty in the online services of financial service companies. It specifically provides evidence from the Greek stock market. The paper provides a conceptual profile of the financial services industry and how it has been affected by and has made use of innovations in information technology in recent years. It also looks at the four major pillars of the financial services industry. The paper then shows that the theory base for brand loyalty has been based on numerous efforts to model basic consumer behavior in terms of how consumers evaluate alternatives and make purchase decisions.
Table of Contents:
Review of the Literature
Definitions of Terms
Background and Overview
The Financial Services Industry and Information Technology
Customer Loyalty Considerations in the Financial Services Industry
Brand Loyalty and the Importance of Information Technology
Trust and Service Quality Issues
Costs of Switching Services
Chapter Summary
From the Paper
"In addition, Das (2004) reports that recent advances in information technology have proven to be a facilitating factor for many financial services companies, improving the capability of both investors and creditors to manage their portfolios and undertake better risk analysis of credit and market risks. As Gerstman and Meyers emphasize, though, consumers will still seek out those financial services that can provide them with the best mix of online and traditional services that allow them to maintain existing market share and gain additional inroads on their competition. These authors note that, "Across that entire spectrum, the comprehensive definition of customer or brand experiences will help to shape and guide the way companies manage their brands and achieve competitive advantage" (p. 21). In the final analysis, then, customer satisfaction in and of itself is not sufficient and differentiation must be sought in the conscious development of customer commitment, i.e. loyalty and devotion that transcends short-term 'feel good' relationships by building interdependencies, shared values and mutually beneficial strategies (Lewis & Varey, 2000)."
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Financial Management at Citibank, 2004.
A description of Citibank's financial practices.
3,130 words (approx. 12.5 pages), 6 sources, MLA, $ 91.95
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Abstract
This paper attempts to analyse the budgeting practices at Citibank with respect to activity based costing, performance measurement and key performance indicators. Recommendations are also provided.
Outline
Introduction to Financial Management
Introduction to Citigroup
How Citigroup handles Financial Management
Activity Based Costing and Activity Based Management
Stages of Activity Based Costing in Citibank
Identification of main cost
Activity Based Budget System
Introduction to Budgeting
How Citigroup handles Budgeting
Evaluation/ Critical Evaluation of the system
Financial Indicators & Non-Financial Indicators
What is Financial Indicator/Non-Financial Indicator
Usage of Financial Indicator/Non-Financial Indicator within Citigroup
Evaluation of Financial Indicator/Non-Financial Indicator
Suggestions of improvement
Sources of Finance and Working Capital
Main sources of Finance within Citigroup
Influences on working capital within Citigroup
Conclusion
Bibliography
From the Paper
"Budgeting is used to assist in strategic planning. Strategic or long-range planning requires the specification of objectives towards which future operations should be directed. The search for better methods of allocating and controlling the expenditure of funds has always been very important to managers. With corporations realizing decreasing revenues and governments confronted by huge deficits, budgeting is more difficult than ever. The old methods no longer are suitable for Citibank. The newest forms of budgeting are Zero-based Budgeting (ZBB) and Activity-Based Budgeting (ABB)."
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Customer Satisfaction or Loyalty?, 2008.
This paper explores the importance of customer loyalty vs. customer satisfaction for healthcare consumers.
1,274 words (approx. 5.1 pages), 6 sources, APA, $ 43.95
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Abstract
The paper looks at health care information via the Internet that has changed the way individuals manage their health and receive health care information. The paper explains that this has greatly impacted customer loyalty to a doctor since one can order medication or research symptoms, treatments and long-term prognoses online. The paper therefore concludes that customer satisfaction has become much more important to the healthcare consumer than customer loyalty to a doctor.
From the Paper
"When it comes to healthcare, people want to be satisfied. They often feel as thought they are not getting enough for their money, their doctors charge them too much, and their insurance companies do not pay for enough treatments and procedures. This being the case, they also doctor-shop to either (a) find a doctor that actually works the way they think he or she should, or (b) find a doctor that tells them what they want to hear. This comes down to a difference between customer loyalty (to one doctor, for example), and customer satisfaction (going from one doctor to the next until one is satisfied with the answer)."
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Financial System of Hong Kong, 2002.
Examines the history of Hong Kong as a financial center and its financial system.
3,900 words (approx. 15.6 pages), 3 sources, $ 142.95
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Abstract
This paper traces the development of Hong Kong as a financial center and examines the Hong Kong financial sector after the handover to China.
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Financial Statements for Insurance Companies, 2006.
A look at Financial Accounting Standard 115, adopted by the Financial Accounting Standards Board, and the problems it will create.
2,248 words (approx. 9.0 pages), 2 sources, MLA, $ 69.95
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Abstract
This paper describes the increased difficulties in understanding the financial statements of insurance companies that will occur as a result of Financial Accounting Standard 115 (FAS 115) adopted by the Financial Accounting Standards Board. The paper explains that FAS 115 will create wide variations between companies in the carrying values used for debt securities which will necessitate even more analysis to determine a company's financial condition as well as make it impossible to compare companies' financial positions without restating each company's debt-security portfolio values to a common basis.
From the Paper
"Higher equity levels created by having debt securities carried at market will be misleading to financial statement users. Hardly anyone believes that a company can fully retain the security gains that currently exist in their portfolios. To do so would require curtailing crediting rates to those available based on current rates on new money. Competitive pressures won't allow companies to do this and retain their policyholder funds. To reflect such gains as equity of the company in the financials is just plain misleading."
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Kraft Foods Company and Customer Service, 2005.
Describes the Kraft Foods approach to satisfying its customers.
905 words (approx. 3.6 pages), 5 sources, MLA, $ 32.95
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Abstract
This paper describes the methods of Kraft Foods Company, one of the largest manufacturers of foods in the U.S., for attracting and retaining customers and solving customer complaints. The paper outlines Kraft Foods' strategies, which emphasize flexibility, innovation, and market research tools.
From the Paper
"Kraft Foods, one of the largest food manufacturers in the country, accomplishes its goals of the customer attraction, retention, and solving customer complaints through several means. According to Eccles (1981) customers prefer flexibility in their product and service offerings. Flexibility in product and service offerings not only provides the options to customers to choose and select only those products and services that best meet their needs but it also facilitates the process of customization and personalization. Similarly, Porter (1980) argues that in the present dynamic environment, a number of firms are shifting their focus from transaction-based interactions to relationship-based interactions. Since a firm usually incurs far more money in attracting a new customer than maintaining an existing one, it is always beneficial for the firm to lock- in its existing customers by developing close relations with them. In this perspective, businesses are encouraged to take notice of the customer?s life cycle."
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Books about Customer Service, 2008.
This paper compare two books "The Myth of Excellence" by F. Crawford and R. Mathews and "Branded Customer Service" by J. Barlow and P. Stewart, which address the complex customer service issues.
1,550 words (approx. 6.2 pages), 2 sources, APA, $ 50.95
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Abstract
This paper states that Barlow and Stewart's "Branded Customer Service" does an adequate job of exploring the relationship between customer service and branding; however, Crawford and Mathews' "The Myth of Excellence" is a much more insightful and provocative study of advanced service management today. The author points out that Barlow and Stewart state that, in order to add value to a brand, the modern business enterprise must focus first and foremost upon customer service. The paper relates that Crawford and Mathews study the importance of customer service from not only a business perspective but also a cultural, social and psychological context. The author stresses that the central concepts of Crawford and Mathews are the values, which they argue, consumers are seeking in their relationships with modern businesses: clarity, ease, certainty and trust.
From the Paper
"Consider, for example, the common business practice of "high-low" pricing to sell new inventory at a higher price, and they radically discount it at sale prices later. The authors note that consumers began to become "suspicious" of this pricing strategy in the 1960s so that today: "The real problem with the traditional high-low method of pricing is that consumers simply don't trust it. They don't feel they're being rewarded at the lower sale price but, rather, that they're screwed at the higher regular price." The authors use this insight to explain the extraordinary popularity of the Every Day Low Price philosophy of the most successful retailer on the planet: Wal-mart."
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Customer Retention, 2005.
This paper is a study of the economics of the retention of customers.
10,950 words (approx. 43.8 pages), 0 sources, APA, $ 216.95
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Abstract
This paper presents a general review of the literature on customer loyalties to understand the return on investment (ROI) for holding a member for one, five or ten additional years and to understand the cost-effectiveness and programs of various companies in the banking, computers, and other competitive environments to demonstrate in what way membership organizations channel their resources. The author uses an exploratory comparative case study to analyze specific companies: Pacific Coffee Company, Canadian Imperial Bank, First Union Bank City Super, USAA, Mercedes, SunExpress, Telesales and PC Universe. The paper states that companies must develop a strategic that focuses their energy and resources totally on customer retention, customer relationships and the creation of customer loyalty and value so that attrition can be quickly identified and remedied and defection can be prevented. Tables
Table of Contents
Introduction
Introduction
Background
Purpose of the Study
Hypotheses
Definitions of Terms
Organization of the Remainder of the Study
Literature Review
Customer Loyalty
The Customer Loyalty Pyramid
Store Loyalty and Brand Loyalty
Return in Investment (ROI) of Customer Retentions
Customer Lifetime Value (CLV)
Research Methodology
Purpose of this Study
Introduction
Participant Samples
Research Design
Conclusion
Research Findings
Pacific Coffee Company
Canadian Imperial Bank
First Union Bank
USAA
Mercedes
SunExpress
Research Analysis
Conclusion
Recommendations
From the Paper
"Determining the CLV, or economic worth of a customer, is, in principle, a straightforward exercise. To calculate CLV, project the net cash son, household, or company whose revenues over time exceed, by an acceptable amount, the company costs of attracting, selling, and servicing that customer. This excess is called customer lifetime value (CLV). Customer lifetime value should be an important construct in designing and budgeting a number of marketing decisions such as customer acquisition programs (Dwyer, 1989). Recognizing its importance, many researchers in direct marketing have studied CLV and its managerial applications "
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Financial Ratio Analysis of Lowes and Home Depot, 2004.
An exploration of the different financial ratios used to determine profitability and financial stability of a company.
2,644 words (approx. 10.6 pages), 2 sources, APA, $ 79.95
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Abstract
This paper focuses on two large retailers in the area of retail home improvements, Lowes and Home Depot, and compares and contrasts their financial ratios in a five-year trend table along with the most recent industry averages. The information presented in this report can be used to help determine the over-all financial status of these two companies.
Financial Ratios Used
Home Depot
Lowes
Efficiency Ratio Analysis
Liquidity Ratio Analysis
Leverage Analysis
Profitability Analysis
From the Paper
"The inventory turnover ratio shows how many times per year a business can turn-over its inventory. In other words, this number represents how many times the business sells out of its inventory in a given year. This ratio is calculated by taking the cost of goods sold and dividing it by the average amount of inventory the business carries. Notice that these ratios are determined by the cost of goods sold because the inventory figures are carried on the boots at cost, not the price the merchandise will eventually sell for (Brealey, pg. 142). When comparing Lowe's and Home Depot to the industry average, we see that both companies' ratios were 5.0 for the year 2003 and the industry average was 4.8. This means that for the year 2003, both Lowe's and Home Depot were able to turn over their inventory a bit faster than the industry as a whole. "
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Successful Customer Service, 2005.
This paper discusses efficient and successful customer service and provides a book report of 'Raving Fans: A Revolutionary Approach to Customer Service' By Ken Blanchard.
675 words (approx. 2.7 pages), 1 source, $ 26.95
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Abstract
In this paper, the writer discusses that in making adjustments and adaptations to the particular business environment, the Area Manager has learned how to process customer service with the success and reliability that consistency offers. The writer points out that this is the final premise of 'Raving Fans: A Revolutionary Approach to Customer Service' by Ken Blanchard. The writer looks at how Blanchard presents a plot related to developing success and consistency in customer service relations in the business community.
From the Paper
"This book report will evaluate and understand customer service in 'Raving Fans: A Revolutionary Approach to Customer Service' By Ken Blanchard. Through realizing the three aspects of vision, customer needs, as well as incremental steps needed to apply these criterion in customer relations, Blanchard reveals the secrets of success for "Raving Fans" or customers. By analyzing the character of the golfer in relation to his fairy godmother, there is a storyline that reflects all of these principles in presenting a solid forum for customer service excellence. The first aspect of vision, is essential the lesson that the fairy godmother, Charlie, presents to an "Area Manager", whom she sponsors."
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Financial Development and Economic Growth, 2002.
This paper examines the financial development of the Italian economy and measures its effects on its economic growth and compares it to the U.S. financial market.
2,510 words (approx. 10.0 pages), 3 sources, APA, $ 76.95
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Abstract
The following paper compares the GDP growth rates of Italy and the U.S. measures the level of financial development made by both the markets. Finally it examines whether the economy making higher growth with respect to financial development has made higher economic growth. The reason for choosing the Italian economy for comparison is that it is a lesser developed financial market as compared to the United States.
From the Paper
?There has been a lot of research already done on the issue of identifying a relationship between financial development and economic growth. The questions like does financial development spurs economic growth? To what extent does higher growth induce a reduction in the incidence of poverty? What can financial development contribute in reducing poverty? are continuously part of the economists debate. Generally it is believed that Economic growth is simply the result of refraining from current consumption. Within an economy, there are two general types of commodities. One are the consumption goods and the others are the capital goods. The consumption goods are for the purpose of general consumers use while capital goods are used for production of other commodities. When in an economy there is a lesser consumption of consumption goods by the households, a considerable part of the income is not spent and the result is in the form of positive net savings.?
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