Management of the Videm Bank Branch and Customer Satisfaction

He decided on a task that is somehow closest to the profession that suits the author, that the author enjoys, that will continue to inspire the author; for one learns as long as one lives. The work process in the micro environment where their company operates is a process of constant repetition and refreshing of knowledge; we must constantly be prepared for new products, as this is the only way they can be competitive in the market, which has already swept away many who did not respect the law of competition and the relentless struggle for every customer. Through a survey, he wanted to prove that their branch is capable of becoming one of the sufficiently successful ones, so that we can take one of the leading positions in relation to our own competition within the operating company.

Problem

He decided on a task that is somehow closest to the profession that suits the author, that the author enjoys, that will continue to inspire the author; for one learns as long as one lives. The work process in the micro environment where their company operates is a process of constant repetition and refreshing of knowledge; we must constantly be prepared for new products, as this is the only way they can be competitive in the market, which has already swept away many who did not respect the law of competition and the relentless struggle for every customer. Customers are their wealth.

Customers give us bread. Customers pay our bills, customers are sacred, which is why they also need to be educated; for they say: what you sow, you shall reap. In the task, the author wanted to present, in the larger part, the company and its sales products as well as the management of the branch in which he is employed.

Solution and Method

Through a survey, he wanted to prove that their branch is capable of becoming one of the sufficiently successful ones, so that we can take one of the leading positions in relation to our own competition within the operating company.

Results

The survey process itself was conducted in accordance with NKBM policy, and the results are the fruit of many years of operation in the given environment. Now, in times of recession, the survey results are visible, where the indicators tell us how much belonging, loyalty and quality of offer mean to the company. The professionalism of employees is also of great importance, as well as personal contact, which still carries the lion's share of communication with the customer in our case.

We are aware that the current success of their branch must not cloud a clear view into the future. Again and again, we must strive to regularly inform their clients about new and available services, recommend the use of their new services to them, reduce the client's uncertainty, fear and distrust. We must build the company's reputation, create belonging to Nova KBM bank and change the client's perception whenever they might doubt the quality of their services.

Given that satisfaction is one of the most important and generally accepted indicators of sales success, measuring and increasing customer satisfaction has become an important part of constant care for quality business operations in many companies. Companies can influence customer satisfaction in several ways: through market research, comparison with competitors, identifying customer needs and wishes, issuing promotional materials, prize competitions, loyalty cards, good after-sales service, etc. Through the listed activities, their bank can also obtain valuable data about clients, their characteristics, wishes, satisfaction and dissatisfaction.

However, in the listed cases, these are more or less individual findings at a particular moment. On the basis of such partial findings, we can only partially conclude about the satisfaction of all clients over a certain period of time, or plan activities to increase client satisfaction. Therefore, if we want accurate and reliable data on client satisfaction, it is necessary to approach such research in a planned manner and use appropriate methodology.

For only if we choose appropriate methods will we be able to use the obtained results to improve client satisfaction. In the modern sales process, which is characterised by an extremely rich offer of products and services, only those companies that study customer behaviour and that try, through constant changes and improvements, to anticipate and fulfil customer wishes and needs can survive and develop. A customer-oriented company must have its first concern for proper treatment of customers.

Although this is somehow clear to many companies, only a few organisations manage to 'cultivate' devoted customers, that is, customers who boast about being such. When we decide that we want such customers, we must also find out what customers want to happen. What would further improve their experience with us.

Let us ask them. But let us ask them in such a way that it will encourage them to express their opinions. We must be creative in discovering customer wishes.

And when they tell us, we must listen to them. If we come across a good suggestion from a customer about what would be good to change, we can include her suggestion among their services. But how to create an organisation that will enable the best use of working time and satisfied customers?

The traditional pyramid hierarchy needs to be turned upside down, so that the people who are in closest contact with customers come to the top. There they can be responsible – they can respond to customers. In this scenario, leaders serve the staff, respond to their needs, advise them and train them so that they can realise the set goals and vision of services for customers.

The vast majority of research conducted in recent years shows that there is a considerable connection between customer satisfaction and increased profit. Research results also show that customer satisfaction has a positive effect on customer loyalty. Increasing customer satisfaction therefore leads to increased sales.

Therefore, marketers in companies should of course make an effort to discover what all influences the satisfaction of their customers and thus the company's profit.