Research On The Innovation Of Customer Service Management In Bank Retail Business

With the continuous improvement of the banking retail system,the amount of funds freely available to customers is growing rapidly,the relationship between banks and customers is gradually changing,and the requirements of the development of banking retail business are also becoming higher and higher.The bank's core business is also shifting to retail.The major banks in China have raised the importance of retail business to the level of the strategic objectives of the banks.ICBC took the lead in putting forward the slogan of "China's first retail bank." Bank of China is holding hands with Royal Bank of Scotland to focus on private banking and wealth management.CCB and Bank of America have appointed a strategic letter of intent on retail business,China Merchants Bank wants to become China.China's best retail bank,.J,is also on the verge of catching up with the times,with plans to dramatically increase its share of retail sales within three years,pushing ahead with its goal of building China's best retail banks.With the rapid development of the market economy in our country,the consumption concept of the people is also gradually changing.Coupled with the leapfrog progress of modern science and technology,the requirements of the customers for the retail business of banks are also undergoing earth-shaking changes.Banks must keep pace with the times and accelerate the pace of improving their core competitiveness by improving customer relations,expanding customer base and innovating current retail products.Present stage The competition between banks and banks revolves around the center of innovative services.In order to innovate the service commercial banks must break the original ideological shackles and achieve the purpose of increasing the sales volume by upgrading the service to complete the promotion of customer loyalty and satisfaction.Compared with other state-owned banks in China,Bank J has a certain gap in all levels of personal business with other state-owned banks.Therefore,we adapt to thedevelopment of the times and speed up the transformation of retail marketing channels.Only by achieving leapfrog development can we occupy a place in the future retail market and strive to build a world-class retail bank.This paper reviews the relevant research literature of service management innovation in banking retail industry.Firstly,it summarizes the research results at home and abroad,and then expounds the four-dimensional degree of service innovation and the theory of influencing factors needed in this paper.The author takes the retail service management of J Bank as the research object,analyzes the development course and the present situation of the retail service management of J Bank,and puts forward the opportunity to improve the customer service management of J Bank.Through the survey of customer satisfaction of customer service management in retail business of J Bank,this paper finds out the existing problems:lack of correct modern market consciousness,unclear market positioning and target market division.Service management system is not perfect,lack of collaborative management;finally,combined with the theory and practical cases,the bank retail business customer service management innovation countermeasures and innovative protection measures.