E-banking Customer Experience Management Of CCB Jilinbranch

With the rapid development of computer and communication networktechnology, China’s banking industry is innovating the service mode, banking hasearly by way of bank counter service to the customer self-service mode transition,bank automated service level is higher and higher, including electronic banking inbank service automation system plays a huge role. This change not only enhancedthe competitiveness of the banks, more important is that it is changing the Chineseway of life. On the one hand, the location of the consumers to buy the product andthe way has changed. Entered the Internet era, there are more and more convenientservices and tools, people no longer subject to place, the limitation of traditionalmedia environment as well as a variety of places, but the use of mobile phones,computers, as long as the move finger to search and access to any information theyneed, goods or services, people can more easily meet the demand of self-realization.On the other hand, people in the environment evaluation time, set goals, and thinkabout the way of self change. With the application of the Internet, mobile technology,goods, services, easy to copy, people accept goods and services in the process ofexperience is internal, exists in every human heart, so the customer enjoy the pastnever had mastership, efficiency, and multiple choice.At the same time, after the agricultural economy, industrial economy andservice economy, the emergence of experience economy, it is an accurate summaryof customer demand level, more enterprises to establish the future strategicobjectives, so more and more enterprises begin to pay close attention to the serviceas the stage, the product as props, face and attaches great importance to the customer experience, create and deliver the memories worth customer experience activity,improve customer value. At present, each big bank rolls out of the bank on the net,mobile banking, telephone banking, electronic banking services, such as the bank ofwisdom, to adapt to the new trend of economic development, to change thetraditional financial deal with competition, improving customer satisfaction.Based on the electronic banking customer experience management as theresearch subject, combined with literature research analysis and extraction of theinfluence factors of customer experience management, using the survey method andobservation method of construction bank branch of Jilin province electronic bankingbusiness clients in the investigation. Through data statistical analysis, form the mainfactors influencing the customer experience, on this basis, the combination ofcustomer experience management theory and the current construction bankelectronic banking business environment, provide constructive comments andsuggestions for Jilin Branch of China Construction Bank electronic bankingcustomer experience management, aims to achieve " ubiquitous, cross-border,wisdom," the Construction Bank of Jilin Branch of e-banking business in the futuredevelopment goals, China Construction Bank building practice development strategyof modern life, it is based on market-oriented to customer-centric businessphilosophy, the better the customer first service philosophy and attention to detail insupport of the implementation of decisions daily operations.This article has the following several aspects: First of all to environmentalanalysis of electronic banking market environment, put forward to adapt to thecurrent market environment of Jilin province branch of CCB electronic bankingbusiness strategy. Secondly, set up electronic bank, construction bank, Jilin branchdevelopment strategy-the customer experience management strategy in the future.Electronic banking customer experience management of CCB in Jilin provincebranch, is the arrival of the experience economy transformation period to upgrade the market competitiveness, to carry out the management idea of take the customeras the center of important research subject. Electronic banking customer experiencemanagement completely by the customer to choose its own nature and independentcomplete the operation, determines the importance of the customer experience, is thelifeline of electronic banking, is to grasp the opportunity of informatization, the keyto occupy the Internet financial commanding heights, is what this article researchsignificance.