In relation to institutions, the establishment and maintenance of a bond of trust between the bank and the customer. – From around 1990, this was attempted in many cases by (large) banks worldwide by providing and/or delivering large volumes of data via the Internet (electronic customer communications; electronic customer contact). From around 2000, a return to personal contact began. Since then, efforts have again been made in many cases to achieve the classic forms of customer loyalty by means of their own “loyalty programs” (relationship marketing programs). Such efforts are, of course, cost-intensive, and the capacity bottleneck is employees who are credibly customer-oriented and who can build or reinforce trust and, in many cases, want to do so. – See churn rate, authority management, banking, relationship banking, relationship management, clubbing, gigabank, house bank, intensive care unit, Internet bank, pure, credit officer, credit scoring procedure, customer capital, customer interest, customer entrainment, customer proximity, customer caregiver, customer centricity, McDonaldization, post business, online banking, local bank, post sales management, profiling, rainmaker.
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University Professor Dr. Gerhard Merk, Dipl.rer.pol., Dipl.rer.oec.
Professor Dr. Eckehard Krah, Dipl.rer.pol.
E-mail address: info@ekrah.com
https://de.wikipedia.org/wiki/Gerhard_Ernst_Merk
https://www.jung-stilling-gesellschaft.de/merk/
https://www.gerhardmerk.de/