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市場調查報告書

新加坡的銀行服務的客戶經驗經營管理

Singapore Banking Services Customer Experience Management

出版商 Frost & Sullivan 商品編碼 337311
出版日期 內容資訊 英文 90 Pages
商品交期: 最快1-2個工作天內
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新加坡的銀行服務的客戶經驗經營管理 Singapore Banking Services Customer Experience Management
出版日期: 2015年08月05日 內容資訊: 英文 90 Pages
簡介

本報告以零售銀行產業上客戶經驗經營管理 (CEM:經驗管理) 為對象,以影響客戶行動的重要要素 (購買前、購買時、購買後) 為焦點,提供包含各企業分析等系統性資訊。

調查手法

摘要整理

CEM報告:新加坡的銀行服務

  • 服務中止的理由
  • 顧客互動的推薦管道
  • 分店 vs. 網站交易
  • 分店的平均訪問回數
  • 客戶的最優先體驗的矩陣
  • 管道整合的程度
  • 出色的客戶經驗的優先級
  • 客戶忠誠度報酬
  • 顧客滿意度
  • 滿足/不滿的程度:網際網路 vs. 行動管道
  • 客服中心的客戶經驗

關於購買前的行動

  • 主要銀行的選擇要素
  • 推薦產品與服務:各主要銀行
  • 新產品討論:各主要銀行
  • 在購買前階段利用的管道
  • 購買前查詢利用的管道
  • 購買前階段的體驗的評估:各客戶經驗指標
  • 觸控點的客戶經驗

關於購買時的行動

  • 推薦管道:各銀行
  • 購買階段的推薦管道

關於購買後的行動

  • 購買後查詢再訪的管道
  • 購買後查詢利用的管道
  • 觸控點的客戶經驗

各客戶經驗目錄 (CEI) 分析

  • 客戶忠誠度、建議、追加購買
  • CEI總評分:各觸控點
  • CEI總評分:各主要銀行
  • CEI評分:分店銀行
  • CEI評分:線上銀行
  • CEI評分:客服中心
  • CEI評分:行動銀行
  • CEI評分:自助服務設施
  • 淨推薦值 (NPS)

各企業分析

  • DBS Group:客戶交易的偏好
  • DBS Group:客戶優先 - 體驗簡介
  • DBS Group:互動的頻率 - 客戶經驗簡介
  • OCBC Bank:客戶交易的偏好
  • OCBC Bank:客戶優先 - 體驗簡介
  • OCBC Bank:互動的頻率 - 客戶經驗簡介
  • United Overseas Bank:客戶交易的偏好
  • United Overseas Bank:客戶優先 - 體驗簡介
  • United Overseas Bank:互動的頻率 - 客戶經驗簡介

彙整

Frost & Sullivan的客戶經驗解決方案

附錄

目錄
Product Code: 9AF5-00-06-00-00

Benchmarking the Industry Excellence in Delivering Superior Customer Experience

In this first Customer Experience Management report for 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

1. SINGAPORE BANKING SERVICES CUSTOMER EXPERIENCE MANAGEMENT

Research Methodology

  • 1. Frost & Sullivan Research Approach
  • 2. Frost & Sullivan Research Step-by-Step Overview
  • 3. Overview of Research Process
  • 4. Sample Methodology
  • 5. Data Collection Quality Process
  • 6. Sample Distribution by Banks
  • 7. Sample Demographics-Age and Gender
  • 8. Sample Demographics-Monthly Personal Income
  • 9. Frost & Sullivan Customer Experience Index

Executive Summary

  • 1. Customer Experience Management (CEM) for the Singapore Banking Services in 2014
  • 2. Customer Experience-Definition
  • 3. Factors for Choosing Primary Bank
  • 4. Factors for Discontinuation of Primary Bank
  • 5. Preferred Channel for Banking
  • 6. Preferred Channel across Stages
  • 7. Online Vs Mobile Channels
  • 8. Customer Experience Index-Definition and Score
  • 9. Overall Customer Experience Index Score by Primary Banks
  • 10. Net Promoter Score by Banks
  • 11. Channel Integration and Feedback by Banks
  • 12. Product and Service Recommendation by Banks
  • 13. Customer Loyalty Reward by Banks

CEM Study-Singapore's Banking Services 2014

  • 1. Reason for Service Discontinuation
  • 2. Preferred Channel for Customer Interaction
  • 3. Branch vs Website Transactions
  • 4. Average Frequency of Branch Visit
  • 5. Customers' Top Priority-experience matrix
  • 6. Degree of Channel Integration
  • 7. Priority of Superior Customer Experience and Living up to Sales Promises
  • 8. Customer Loyalty Reward
  • 9. Customer Satisfaction
  • 10. Degree of Satisfaction/Dissatisfaction-Internet Vs Mobile Channels
  • 11. Customer Experience With Contact Centre

Understanding Pre-Purchase Behaviour

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

Understanding Purchase Behaviour

  • 1. Channel Preferred by Banks
  • 2. Preferred Channel at Purchase Stage

Understanding Post-Purchase Behaviour

  • 1. Channels Revisited for Post-Sale Queries
  • 2. Channel Used for Post-Sale Enquiry
  • 3. Customer Experience With Touch-points
  • 4. Customer Experience With Touch-points (continued)

Analysis by Customer Experience Index (CEI)

  • 1. Customer Loyalty, Recommendation and Additional Purchase
  • 2. Overall CEI Score by 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 Centre
  • 7. CEI Score for Mobile Banking
  • 8. CEI Score for Self-Service Facilities
  • 9. Net Promoter Score

Analysis By Company

  • 1. DBS Group-Customer Transaction Preference
  • 2. DBS Group-Customer Priority-Experience profile
  • 3. DBS Group-Frequency of Interaction-Customer Experience Profile
  • 4. OCBC Bank-Customer Transaction Preference
  • 5. OCBC Bank-Customer Priority-Experience profile
  • 6. OCBC Bank-Frequency of Interaction-Customer Experience Profile
  • 7. United Overseas Bank-Customer Transaction Preference
  • 8. United Overseas Bank-Customer Priority-Experience profile
  • 9. United Overseas Bank-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-Is this the Next Differentiator?
  • 3. Would Banks Shift from a Hard-sell Approach to Needs-based Analysis to Engage Customers?
  • 4. 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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