Banks can no longer afford to develop products and services without paying close attention to customer needs. The future belongs to banks that give the customer center stage in their business model.
Fabian Hieronimus, McKinsey partner, discusses the four stages of building a banking experience around the customer: develop the vision, translate that vision into business actions, implement those actions that drive topline growth, integrate the voice of the customer into decision making
Quelle: Mc Kinsey
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