As crowdfunding grows, and sorts out industry issues and growing pains, banks are gauging how the disruptive finance sector may evolve into serious players, partners or peers.
Banking success in developing markets hinges on delivering better customer experience, notes KPMG’s Nigerian banking customer satisfaction report.
Despite their warm embrace of smart phones and social media, Nigerians are not yet fans of their nation’s web banking choices.
Banks have begun co-creating with these start-up firms to tap into their customer innovations.
New research on customer loyalty distinguishes between frequent buyers and fiercely loyal customers.
Banks should fix service issues that ‘push’ customers out rather than focus on enticements to ‘pull’ them in.
Banks may look at the user-friendly technologies from upstart mobile payment providers if they want to draw customers to their own P2P services.
The utility sector offers lessons to banks regarding ways to embrace customer-centricity, without letting that newfound customer-focus become lost.
Innovation, technology and ‘Customer-Centric Compliance’ can help banks balance the competing demands from customers, regulators and shareholders.
Net Promoter Score (NPS) market research is all the rage, but are banks missing invaluable insights by focusing on their happiest customers?
Banks should take a closer look at delivering PFM services, especially via online channels and apps, to strengthen customer relationships.
Why banks need behavioral economics to better target their ‘sticky base’ of customers who resist lower cost channels.
Proposed changes to interchange fee rules could hurt card issuer profits and trigger product changes.
Should main street banks rebrand traditional branches as franchises to restore consumer? The franchise model offers lessons in customer centricity.
Upcoming Current Account Switch Service for UK bank customers is attracting new competitors, prospective players should study waters before diving.