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市場調查報告書

馬來西亞的銀行服務部門的CEM (客戶經驗經營管理)

Malaysian Banking Services Customer Experience Management

出版商 Frost & Sullivan 商品編碼 336872
出版日期 內容資訊 英文 93 Pages
商品交期: 最快1-2個工作天內
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馬來西亞的銀行服務部門的CEM (客戶經驗經營管理) Malaysian Banking Services Customer Experience Management
出版日期: 2015年07月30日 內容資訊: 英文 93 Pages
簡介

本報告提供馬來西亞的零售銀行部門的CEM (客戶經驗經營管理) 的相關調查,消費者選擇及停止利用主要銀行的因素,銀行利用的愛好途徑,在銀行服務及商品利用前、利用時、利用後,影響消費行為的各種要素分析,主要銀行分析等彙整資料。

調查手法

摘要整理

  • 簡介
  • 主要銀行選擇的要素
  • 停止利用主要銀行的要素
  • 在銀行中偏好的途徑
  • 偏好的途徑:階各段 (銀行利用前、利用的時候、利用後)
  • 行動銀行 vs 客服中心
  • 客戶經驗目錄評分:定義、評分
  • 客戶經驗目錄評分:各主要銀行
  • 淨推薦值:各主要銀行
  • 途徑的整合、回饋:各主要銀行
  • 金融商品的推薦:各主要銀行
  • 顧客忠誠度利潤:各主要銀行

CEM報告:馬來西亞的銀行服務

  • 停止利用銀行服務的理由
  • 銀行偏好的途徑
  • 分店 vs 網站付款
  • 分店訪問的頻率
  • 客戶的最優先體驗矩陣
  • 途徑整合的程度
  • 顧客忠誠度利潤
  • 顧客滿意度
  • 滿意度的程度:網際網路 vs 行動銀行
  • 在客服中心的客戶經驗

利用前的行動

  • 主要銀行選擇的要素
  • 金融商品、服務的推薦:各主要銀行
  • 新的金融商品檢討:各主要銀行
  • 利用前階段的途徑
  • 利用前階段的聯絡途徑
  • 體驗的評估:利用前階段

利用的時候的行動

  • 偏好的利用途徑

利用後的行動

  • 利用後的聯絡途徑
  • 客戶經驗等

客戶經驗目錄 (CEI) 分析

  • 忠誠度、推薦、追加利用
  • CEI整體評分:各途徑、觸控點
  • CEI整體評分:各主要銀行
  • 在CEI評分:分店的銀行
  • CEI評分:網路銀行
  • CEI評分:客服中心
  • CEI評分:行動銀行
  • CEI評分:自助服務設備
  • 淨推薦值 (NPS)

分析:各企業

  • Maybank:客戶的付款的愛好
  • Maybank:客戶的優先體驗簡介
  • Maybank:互動的頻率:客戶經驗簡介
  • CIMB Bank:客戶的付款愛好
  • CIMB Bank:客戶的優先體驗簡介
  • CIMB Bank:互動的頻率:客戶經驗簡介
  • Public Bank:客戶的付款愛好
  • Public Bank:客戶的優先體驗簡介
  • Public Bank:互動的頻率:客戶經驗簡介
  • RHB:客戶的付款愛好
  • RHB:客戶的優先體驗簡介
  • RHB:互動的頻率:客戶經驗簡介

總論

Frost & Sullivan的客戶經驗解決方案

附錄

  • 關於Frost&Sullivan
目錄
Product Code: 9AF5-00-05-00-00

Benchmarking the Industry Excellence in Delivering Superior Customer Experience

In this first Customer Experience Management report for Malaysia's Retail Banking industry, Frost & Sullivan explores the relationship of the experiences provided by banks for its customers. We look at the critical factors that influence customer behaviours throughout the three phases (pre-purchase, purchase and post-purchase) of their journey, through the companies' touch-points.

Table of Contents

Research Methodology

  • 1. Frost & Sullivan's Research Step-by-Step Overview
  • 2. Overview of the Research Process
  • 3. Sample Methodology
  • 4. Data Collection Quality Process
  • 5. Sample Distribution by Service Provider-Banking Malaysia
  • 6. Sample Demographics by Age and Gender-Banking Malaysia
  • 7. Sample Demographics by Monthly Personal Income-Malaysian Banking
  • 8. Frost & Sullivan Customer Experience Index

Executive Summary

  • 1. Customer Experience Management (CEM) Malaysian Banking Services 2014-Introduction
  • 2. Factors for Choosing Primary Bank
  • 3. Factors for Discontinuation of Primary Bank
  • 4. Preferred Channels for Banking
  • 5. Preferred Channels across Stages
  • 6. Mobile Banking versus Contact Centre
  • 7. Customer Experience Index Score-Definition and Score
  • 8. Customer Experience Index Score by Primary Bank
  • 9. Net Promoter Score by Primary Bank
  • 10. Channel Integration and Feedback by Primary Bank
  • 11. Product Recommendation by Primary Bank
  • 12. Customer Loyalty Rewards by Primary Bank

CEM Report-Malaysian Banking Services 2014

  • 1. Reason for Banking Service Discontinuation
  • 2. Reason for Banking Service Discontinuation (continued)
  • 3. Preferred Channels for Banking
  • 4. Preferred Channels for Banking (continued)
  • 5. Branch versus Website Transactions
  • 6. Frequency of Branch Visits
  • 7. Customer Top Priority Experience Matrix
  • 8. Degree of Channel Integration
  • 9. Priority of Superior Customer Experience and Living up to Sales Promises
  • 10. Customer Loyalty Reward
  • 11. Customer Satisfaction
  • 12. Degree of Satisfaction/Dissatisfaction-Internet versus Mobile Banking
  • 13. Customer Experience with Contact Centre

Understanding Pre-Purchase Behaviour

  • 1. Factors for Choosing Primary Bank
  • 2. Product and Service Recommendation by Primary Bank
  • 3. New Product Consideration by Primary Bank
  • 4. Channel Used at Pre-Purchase Stage
  • 5. Channels Used for Pre-Purchase Inquiry
  • 6. Evaluation of Experience in the Pre-Purchase Stage by Customer Experience Indicators

Understanding Purchase Behaviour

  • 1. Preferred Purchasing Channel
  • 2. Preferred Purchasing Channel (continued)

Understanding Post-Purchase Behaviour

  • 1. Channels Revisited for Post-Purchase Enquiry
  • 2. Customer Experience with Touch-points
  • 3. Channel Used for Post-Purchase Enquiry
  • 4. Customer Experience with Touch-points by Primary Bank

Analysis by Customer Experience Index (CEI)

  • 1. Customer Loyalty, Recommendation and Additional Purchase
  • 2. Overall CEI Score by Channels/Touch-points
  • 3. Overall CEI Score by Primary Bank
  • 4. CEI Score for Branch Banking
  • 5. CEI Score for Online Banking
  • 6. CEI Score for Contact Centres
  • 7. CEI Score for Mobile Banking
  • 8. CEI Score for Self-Service Facilities
  • 9. Net Promoter Score (NPS)

Analysis by Company

  • 1. Maybank-Customer Transactions' Preference
  • 2. Maybank-Customer Priority-Experience Profile
  • 3. Maybank-Frequency of Interaction-customer Experience Profile
  • 4. CIMB Bank-Customer Transactions' Preference
  • 5. CIMB Bank-Customer Priority-Experience Profile
  • 6. CIMB Bank-Frequency of Interaction-customer Experience Profile
  • 7. Public Bank-Customer Transactions' Preference
  • 8. Public Bank-Customer Priority-Experience Profile
  • 9. Public Bank-Frequency of Interaction-customer Experience Profile
  • 10. RHB-Customer Transactions' Preference
  • 11. RHB-Customer Priority-Experience Profile
  • 12. RHB-Frequency of Interaction-customer Experience Profile

Final Words-What We are Excited About

  • 1. Contact Centre-Where is it Headed with Regards to CEM?
  • 2. Mobile Banking Application-Will it Take Off?
  • 3. Frequently Recommending New Products to Customers and Not Violating Personal Data Protection Act 2010 (PDPA)
  • 4. Would Banks Shift from a Hard-sell Approach to Needs-based Analysis to Engage Customers?
  • 5. Would Improving Customer Rewards Programmes Positively Impact Both Customers and Banks?

Frost & Sullivan's Customer Experience Solutions

  • 1. Why Frost & Sullivan
  • 2. Customer Experience-Definition
  • 3. Integrating Process, People and Infrastructure
  • 4. Frost & Sullivan's Customer Experience Maturity Model
  • 5. A 5-step Strategic Approach
  • 6. Legal Disclaimer

Appendix

  • 1. Definitions
  • 2. The Frost & Sullivan Story
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