Brief

The customer-led bank

The customer-led bank

Retail banks have long flourished by following a business approach that would spell trouble in virtually any other competitive industry.

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Brief

The customer-led bank
en

Retail banks have long flourished by following a business approach that would spell trouble in virtually any other competitive industry: paying scant regard to the care and nurturing of their best customers. But that charmed existence is coming to an end. Customer defection rates are up, as are the costs of acquiring and retaining new customers. On average, bank customers are three times less likely to recommend their bank to a friend than they are to recommend any other service provider.

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