The New Mechanics of Success: Win-Win Cycles and Client Value Generation

Stefanie Auge-Dickhut, Bernhard Koye and Axel Liebetrau
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Stefanie Auge-Dickhut: Swiss Institute for Financial Education
Bernhard Koye: Swiss Institute for Financial Education
Axel Liebetrau: BIG - Banking Innovation Group GmbH

Chapter 7 in Customer Value Generation in Banking, 2016, pp 111-141 from Springer

Abstract: Abstract Customer focus and creating value from customers requires a radical shift in attitude towards bank services. In an age of increasing transparency and autonomy, customers expect to interact with their bank as equals. Therefore, in the following section the connection between customer success, bank success and shareholder value will be presented in the context of the win-win cycle. Then the influence of satisfied and loyal customers on bank success will be demonstrated. Starting from these findings it is then possible to understand the influence of the characteristics of financial services on customer success.

Keywords: Customer Satisfaction; Relationship Quality; Financial Service; Customer Loyalty; Exchange Relationship (search for similar items in EconPapers)
Date: 2016
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-319-19938-2_7

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DOI: 10.1007/978-3-319-19938-2_7

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