Communication Strategies as Booster to Customer Relations Among Selected Banks in Delta State, Nigeria (Published)
This paper examines the use of communication strategies to boost customer relations among selected banks in Delta State. This study aims to identify the various communication strategies these banks engage and to establish specific challenges affecting the banks in course of deploying these communication strategies. The study was anchored on the system theory, using a sample size of 150 employees drawn from Access Bank Plc, First Bank Plc, Fidelity Bank Plc, United Bank of Africa and Zenith Bank Plc. Though a convenience sampling technique was employed in the questionnaire administration, 125 copies were retrieved and found suitable for analysis. Findings reveal that Banks employ a range of communication strategies, including tailored messages and interactions, effective feedback mechanisms, consistent social media engagement, and proactive customer support, to strengthen customer relationships. The study also revealed that communication strategies increases customer retention, enhance trust and credulity and boost revenue. Several challenges were found to affect the implementation of communication these strategies which includes poor staffing, resistance to technological adoption, and inadequate data integration. The study recommends that banks should optimize effective communication strategies that focus on addressing challenges related to staff training, technological adoption, data integration, communication consistency, feedback mechanisms, social media engagement, and innovation. Finally, banks should actively seek feedback from customers through various channels and ensure that these mechanisms are user-friendly and accessible.
Keywords: Communication Strategies, Customer Relations, Feedback, Media, Technology, commercials banks
An Evaluation of Oral Communicative Activities: A Case Study of Life Pre-Intermediate Textbook (Published)
The present study investigated the oral communicative activities provided by Life Pre-intermediate textbook assigned for the students at the preparatory year, University of Jeddah, Saudi Arabia. It attempted to find out whether these activities are communicative or not. In addition, it attempted to find out whether the Life Pre-intermediate textbook provided a variety of oral communicative activities. Utilizing a content analysis tool, the study has mainly concluded that the oral communicative activities provided by the Life Pre-intermediate textbook are largely not communicative, and to a great extent did not provide a variety of oral communicative activities. Based on the findings of the present study, the researchers recommended avoiding furnishing the communicative activities, provided by Life Pre-intermediate textbook, with extended examples to provide choice, creating information gap in some other activities. I addition, it recommended giving more emphasis to games, problem solving, and information transfer activities.
Keywords: Choice, Feedback, communicative, information gap