Putting customers at the heart of retail financial services
A number of recent shifts in the customer landscape have created the conditions for change. As a result, financial services providers are rethinking their strategies, taking steps to improve retention and resetting customer relationships.
In this paper we address the growth and profitability challenge, redefine differentiation, look at how service differentiated strategies can succeed or fail, and outline the benefits of a selective approach. We also offer seven disciplines which explain how financial services organisations can deliver on the customer promise and create the right environment for profitable growth.
Publications referenced in Keeping Promises
- CFO Survey
- The fourth dimension - building customer-centric business models in retail banking
- The Deloitte Consumer Review - Seeing the big picture: Making sense of consumer data
- SentsCheck - Analysing social sentiment
- Big data - Time for a lean approach in financial services