The Customer-Centric Perspective and How to Get It

Anna Omarini ()

Chapter 3 in Retail Banking, 2015, pp 61-103 from Palgrave Macmillan

Abstract: Abstract At present, one of the biggest problems facing retail banks is their inability to stand out in an increasingly commoditized and competitive marketplace. As their value proposition is at the nexus of technologically based products and service innovations, they are at a crossroads, and some are hesitating, uncertain whether they wish to be forced into becoming a utility-like provider. Others are trying to develop their presence in the market by leveraging on existing strengths and so become part of their customers’ (both individuals’ and businesses’) everyday life.

Keywords: Financial Service; Customer Relationship; Service Innovation; Service Company; Competitive Strategy (search for similar items in EconPapers)
Date: 2015
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:pal:pmschp:978-1-137-39255-8_3

Ordering information: This item can be ordered from
http://www.palgrave.com/9781137392558

DOI: 10.1057/9781137392558_3

Access Statistics for this chapter

More chapters in Palgrave Macmillan Studies in Banking and Financial Institutions from Palgrave Macmillan
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().