Research On The Strategy Of Improving The Service Quality Of Individual Long-Tail Customers Of Bank Of Gansu

In the traditional banking management,the "28 Laws" has always been regarded as an important basis for its business decisions,that is,80% of the profits come from 20% of the key customers.Many banks take VIP key customers as their main direction of personal business development,and invest a lot of energy and cost to maintain the cooperative relationship with key customers.As the only and representative commercial bank in Gansu Province,Bank of Gansu,in its initial stage,took the absorption of key customers as an important starting point for the development and expansion of enterprises.However,with the gradual maturity of Internet finance and the continuous diversification of the external financial environment in recent years,the number of potential key customers has decreased sharply,and the relationship is more difficult to maintain,making the personal business of Bank of Gansu fall into a serious development bottleneck,It is obvious that "big customer first" can no longer be the leading idea to support Bank of Gansu’s sustainable development in the future.Therefore,in the important period when Bank of Gansu is moving towards the second decade,it is urgent to adjust and implement the restructuring of personal business composition and improve the quality of personal business services.To sum up,this paper uses the long tail theory,that is,many tail non-important customers(small customers)still have the potential to create profits.Using the method of literature research and case analysis,firstly,the current situation of personal business development and personal customer service quality of Bank of Gansu were studied and analyzed in detail;Secondly,according to the basic principle of long tail,80% of long tail customers are classified and managed and centralized;Finally,based on the analysis of the needs of long-tail customers,while reducing the operating costs,we put forward relevant suggestions and measures to improve the service quality of individual customers,with a view to providing help for the healthy and sustainable development of Gan Bank in the future,and at the same time,we can provide experience that can be used for reference for other banks’ individual customer business.