#4. Organizational Structures and KPIs May Prevent Banks from Being Customer-Centric

What is holding banks back from being customer-centric? Turns out, the problem might be with outdated organizational structures, management models, and performance measures. 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

04/27/23
views 6074
comments0

Be the first to watch new videos.
Subscribe and stay up to date with new videos!

    Leave a Reply

    Surviving & Thriving with Customer-Centric Banking

    See content on this topic
    How can banks go beyond products and services? Joseph Pine explains the progression of economic value and why experiences represent a distinct economic offering.
    Mr. Ruckman gave insights into the changing role of leadership in modern companies, the changes in business models over the last few decades, focusing on what firms should do.
    Shannon Quilty explains how fusing the virtual and the physical spheres can enable shopping centers to benefit from digital disruption and engage their customers with enhanced experiences.
    Michael Ruckman Talks about Customer-Centric Business Models
    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…
    Michael Ruckman Talks about Customer-Centric Business Models
    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…
    Senteo Rating
    Why We Buy: The Science of Shopping – Updated and Revised for the Internet, the Global Consumer, and Beyond
    Senteo Rating
    Inside The Mind of the Shopper: The Science of Retailing
    Senteo Rating
    Work Rules!: Insights from Inside Google That Will Transform How You Live and Lead
    Senteo Rating
    Answering the Ultimate Question: How Net Promoter Can Transform Your Business
    Senteo Rating
    Good to Great
    Build a Tower, Build a Team
    Tom Wujec from Autodesk presents some surprisingly deep research into the “marshmallow problem” — a simple team-building exercise that involves dry spaghetti, one yard of tape and a marshmallow.
    How to Build a Business That Lasts 100 Years
    Join strategist Martin Reeves as he explains how executives can apply six principles from living organisms to build resilient businesses that flourish in the face of change.
    Related Videos
    What is Relationship-Centricity?
    This short video explains what relationship-centricity is and how it is different from customer-centricity. Follow the link to see how companies can extract value from their relationships with
    Explanation of What UX, CX and LX is and the Difference Between CEM & CXO
    This quick 5-minute video explains the difference between User Experience, Customer Experience and Life Experience, provides examples of each and explains the difference between CEM and CXO.