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#3. Are banks helping people to achieve goals?
Banks have the data, scale, and knowledge to add tremendous value in life events, but many don’t use what they have. In fact, most banks are simply focused on pushing more product. Michael Ruckman and John Berry continue their discussion on the effects of Coronavirus on the banking industry and the possibility for banks to be customer-centric.
Non-profit organization created in 1971 by leading European banks, Efma has extended its borders in 2012 and is now the preferred network of over 3,300 bank and insurance brands in 130 countries all around the world. Find out more about Efma: www.efma.com
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Surviving & Thriving with Customer-Centric Banking
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Emerging as a compelling alternative to traditional banking, neobanks place a strong emphasis on providing swift banking services, responsive customer support, fair fee structures, and user-friendly financial products.
The key goal of lifecycle management is to maximize the customer's lifespan with the bank, integrate them into everyday banking services, and increase product penetration, which will enable solving the customer's problems in the long term. In this article, we will discuss the details and practical examples that banks can use in their customer lifecycle management.
What is the difference between retention and loyalty, and between customer-centric and relationship-centric business models? How exactly can one monetize customer experience? Michael Ruckman answers these questions and more…
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