Rebuilding the Relationship BankDelivering a complete customer experience |
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The recent upheaval of the financial markets has raised awareness that banks may need to focus more on building profitable, long-term customer relationships to raise margins and reduce risk. Building such relationships begins with customer service, where banks have made important strides in recent years. To create strong, sustainable relationships, however, institutions may need to cultivate deep knowledge of their customers and build a more customer-centric business model to better deliver a total customer experience.
As part of our ongoing effort to better understand the industry’s approach to these issues, the Deloitte Center for Banking Solutions would like to share with you our latest point of view, “Rebuilding the Relationship Bank: Delivering a complete customer experience,” part of our Reinventing Retail Banking series. This report analyzes the findings of our survey on bank customer preferences and some thoughts on what might be required to rebuild the “relationship bank.” The conclusions are based on feedback of more than 2,000 U.S. consumers, as well as on Deloitte’s client experience in working with financial institutions of all sizes.
Rebuilding the Relationship Bank
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