1- What is Jyske Bank's new positioning or competitive differentiation strategy ?

They redefined their target : mostly danish families and people who can affford such a costly quallity of services Jyske Bank developped new technological and human ways to allow their customers resolving their problems There is a focus on the customer, everything is set to take care of them : employees' training, more time and more bankers, new spaces to welcome customers... They built a new Identity, to be recognizable, be peculiar (even if people can dislike that).

2- What changes did the bank make to get to its new position ? What effect did these changes have ?

They dedicated an employee to a customer (again the idea of greater focus on customers) The creation of teams dedicated to provide the best service possible to the customer Employees are trained to become more helpful to the customers The implementation of Cafe's (the new spaces I quoted previously)makes the customer feel safer, better, home... The Bank implemented transparency, letting the customer aware of everything that happens The loan process has been changed to become a much more simple process : the branch used to need the approval of the regional level, which is no longer the case. Every branch has gained power and autonomy as the managers and employees did. 3- Analyze Jyske Bank's success using the Service Quality Gaps Model – Chapter 2 (eg what are Jyske Bank's strategies for closing each of the 5 gaps in the model?)

Customer Gap : The Gap is low as Jyske Bank provides great services. #1 Listening Gap As said before, the Bank developped great ways to figure out customers' problems and their expectations with tehcnological tools and employees' dedication. #2 Service Design and Standard Gap The high quality of customer's welcome and the answers to customers issues