Banks are rethinking customer service

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings In today’s digital age, service organizations seeking customer service excellence should create a cycle of ongoing learning that incorporates experiential training for employees, adherence to 3Cs service philosophy and diverse forms of real-time digital customer feedback. Enhancing customer satisfaction through these measures can facilitate increases in loyalty, performance efficiency and overall competitiveness. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.