Achieving Quality in Financial Service Organizations: How to Identify and Satisfy Customer Expectations - Robert E. Grasing - Hardcover

As a result of the deregulation and diversification of the financial service industry, consumers in the 1980s can choose from among a wide range of options. As full-line services are offered by more companies--from banks to insurance firms to mail order and department store chains--competition has grown intense. Financial organizations must distinguish basically similar products and services from those of other companies in order to attract and retain today's increasingly sophisticated customer. This practical handbook, written by two experienced consulting executives in the field, shows how to compete successfully by improving the quality, selection, and delivery of services. Based on proven, field-tested methods developed by the Robert E. Nolan Company, a leading consultant to the banking and insurance industries, it presents clear, step-by-step methods for designing and implementing financial service packages that will satisfy customer needs.Grasing, Robert E. is the author of 'Achieving Quality in Financial Service Organizations: How to Identify and Satisfy Customer Expectations - Robert E. Grasing - Hardcover' with ISBN 9780899302300 and ISBN 0899302300.