Being an ex-banker who used to work for an excessively customer-focused bank, I felt like the survey reported in this article was an obvious waste of time and money.
Banks must provide customers with convenience, value and service in order to strengthen customer loyalty and stimulate growth, according to a new report from Deloitte's Banking practice. "Particularly in major metropolitan markets, many banks are competing for the same group of customers," says Toby Kilgore, principal with Deloitte Consulting LLP, in a statement. "To be successful, banks must differentiate themselves from the pack by providing a distinctive customer experience that captures customers' hearts and minds. Convenience will help attract new customers, but banks need to provide service and value in order to build loyalty, mitigate attrition and achieve significant top-line growth."
Oh, so customers will go where they are treated well? Who'd have thought that?
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Wretched Human Mirror by Bloodbath