Subject category:
Strategy and General Management
Originally published in:
2004
Revision date: 27-Nov-2012
Length: 31 pages
Data source: Field research
Topics:
Service; Change; Human resources; Strategy; Communications; Denmark; Bank; Financial services; Employee loyalty
Abstract
This is part of a case series. This case enables participants to explore how a relatively small Danish Bank transformed itself from being effectively undifferentiated to having the highest customer and employee satisfaction of any major Danish bank, as well as returns to shareholders dramatically above market levels. The case supports discussions of change, strategy, service (and the role of service in customer loyalty and financial returns), as well as human resources.
Subject category:
Strategy and General Management
Originally published in:
2004
Revision date: 27-Nov-2012
Length: 21 pages
Data source: Field research
Topics:
Service; Change; Human resources; Strategy; Communications; Denmark; Bank; Financial services; Employee loyalty
Subject category:
Human Resource Management / Organisational Behaviour
Published in:
2012
Length: 16 pages
Data source: Field research
Subject category:
Human Resource Management / Organisational Behaviour
Published in:
2012
Length: 18 pages
Data source: Field research
Subject category:
Strategy and General Management
Published in:
2004
Format:
.wmv
Data source: Field research
Topics:
Service; Change; Human resources; Strategy; Communications; Denmark; Bank; Financial services; Employee loyalty
About
Abstract
This is part of a case series. This case enables participants to explore how a relatively small Danish Bank transformed itself from being effectively undifferentiated to having the highest customer and employee satisfaction of any major Danish bank, as well as returns to shareholders dramatically above market levels. The case supports discussions of change, strategy, service (and the role of service in customer loyalty and financial returns), as well as human resources.
Settings
Related
Subject category:
Strategy and General Management
Originally published in:
2004
Revision date: 27-Nov-2012
Length: 21 pages
Data source: Field research
Topics:
Service; Change; Human resources; Strategy; Communications; Denmark; Bank; Financial services; Employee loyalty
Subject category:
Human Resource Management / Organisational Behaviour
Published in:
2012
Length: 16 pages
Data source: Field research
Subject category:
Human Resource Management / Organisational Behaviour
Published in:
2012
Length: 18 pages
Data source: Field research
Subject category:
Strategy and General Management
Published in:
2004
Format:
.wmv
Data source: Field research
Topics:
Service; Change; Human resources; Strategy; Communications; Denmark; Bank; Financial services; Employee loyalty