Building customer-centric business models in retail banking
Bank executives are grappling with some difficult choices:
- Improve customer profitability by building a ‘high-volume, low-cost’ model or
- Offer a ‘differentiated service’ designed to attract and retain the most profitable customer segments.
Many are opting to focus on service improvements to high-end customers through improved cross-sales, restructured bank fees and greater use of capital-light products.
This Deloitte research report identifies four dimensions of customer insight from which banks can tailor their services for targeted segments. The overarching proviso is that in the race for profitable customers, execution will be key.
Download the report below and listen to the accompanying podcast.