Search

The UK's nationwide puts its members first

<?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.loc.gov/MARC21/slim http://www.loc.gov/standards/marcxml/schema/MARC21slim.xsd">
  <record>
    <leader>00000cam a22000004b 4500</leader>
    <controlfield tag="001">MAP20089003938</controlfield>
    <controlfield tag="003">MAP</controlfield>
    <controlfield tag="005">20191202112027.0</controlfield>
    <controlfield tag="008">070907s2007    usa||||       ||||||eng d</controlfield>
    <datafield tag="035" ind1=" " ind2=" ">
      <subfield code="a">MAP20070003770</subfield>
    </datafield>
    <datafield tag="040" ind1=" " ind2=" ">
      <subfield code="a">MAP</subfield>
      <subfield code="b">spa</subfield>
      <subfield code="d">MAP</subfield>
    </datafield>
    <datafield tag="084" ind1=" " ind2=" ">
      <subfield code="a">921.9</subfield>
    </datafield>
    <datafield tag="100" ind1="1" ind2=" ">
      <subfield code="0">MAPA20080130077</subfield>
      <subfield code="a">Ensor, Benjamin</subfield>
    </datafield>
    <datafield tag="245" ind1="1" ind2="0">
      <subfield code="a">The UK's nationwide puts its members first</subfield>
      <subfield code="c">Benjamin Ensor [with Bruce D. Temkin and Ashara Giordanelli]</subfield>
    </datafield>
    <datafield tag="260" ind1=" " ind2=" ">
      <subfield code="a">Cambridge</subfield>
      <subfield code="b">Forrester Research, Inc.</subfield>
      <subfield code="c">2007</subfield>
    </datafield>
    <datafield tag="300" ind1=" " ind2=" ">
      <subfield code="a">13 p</subfield>
    </datafield>
    <datafield tag="490" ind1="1" ind2=" ">
      <subfield code="a">For Strategy proffesionals</subfield>
    </datafield>
    <datafield tag="520" ind1=" " ind2=" ">
      <subfield code="a">In the late 1990s, the UK¿s Nationwide Building Society faced a challenge, many members were pushing the institution toward demutualization. Nationwide rebuffed this move by improving its customers¿ experience, changing its products, pricing, marketing, and customer relationship management (CRM). In a market where customers are increasingly cynical about and distrustful of financial services providers, Nationwide stands out as a customer advocate that tries to do what¿s best for its customers. Nationwide¿s practices include continuously tracking and acting on customer feedback, using predictive analytics to power service messages, and creating internal marketing campaigns.</subfield>
    </datafield>
    <datafield tag="610" ind1="2" ind2="1">
      <subfield code="0">MAPA20080449902</subfield>
      <subfield code="a">Nationwide Building Society</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080589189</subfield>
      <subfield code="a">Atención al cliente</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080593483</subfield>
      <subfield code="a">Servicio al cliente</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080601324</subfield>
      <subfield code="a">Entidades financieras</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080606091</subfield>
      <subfield code="a">Estrategia empresarial</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080614126</subfield>
      <subfield code="a">Fidelización de clientes</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080571566</subfield>
      <subfield code="a">Casos prácticos</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080560409</subfield>
      <subfield code="a">Reino Unido</subfield>
    </datafield>
    <datafield tag="710" ind1="2" ind2=" ">
      <subfield code="0">MAPA20080436582</subfield>
      <subfield code="a">Forrester</subfield>
    </datafield>
    <datafield tag="830" ind1=" " ind2="0">
      <subfield code="0">MAPA20080520564</subfield>
      <subfield code="a">For Strategy proffesionals</subfield>
    </datafield>
  </record>
</collection>