The financial crisis severely harmed customer trust and loyalty. Financial institutions are struggling to ensure customer loyalty and client satisfaction in a profitable way. Many players rethink their sales & marketing strategy and re-invigorate their proposition, both in product terms, service and in distribution.
Risks and challenges
- How to build service and offerings attuned to newly found customers? How to keep focus on client acquisition?
- What is your time to market compared to competitors to take advantage of quickly changing market perceptions and to restructure themes like financial planning, etc.?
- How will you measure the success of your customer loyalty programs?
- How will you integrate and act on the voice of the customer?
How Deloitte can help
Deloitte accompanies financial institutions in their transformation projects and their continuous drive towards increased performance in all areas.
We help to design and implement organizations, processes and systems that are aligned with the overall service strategy, such as new distribution models, optimization for new client relationships / proposed products-services, commercial efficiency of branches and non bricks activities.