The Modern Bank Customer

Anna Omarini ()

Chapter 5 in Retail Banking, 2015, pp 127-180 from Palgrave Macmillan

Abstract: Abstract From the previous chapters we have learned that retail banks around the world are facing intense margin pressure, slow balance-sheet growth, an uncertain economic outlook, and a growing threat from new entrants, especially in the payments arena. Banks are also facing growing regulatory costs and demands for greater fairness and clarity in their interactions with customers. All these factors drive them to increase their focus on the most important stakeholders — their customers. Understanding customer behavior, attitudes, and requirements is more vital than ever for banks’ strategic thinking, operational planning, and day-to-day customer interaction. This is particularly relevant when retail banks are looking to win the war for the modern bank customer, as other retailers are already facing the same issue.

Keywords: Customer Satisfaction; Financial Service; Consumer Protection; Customer Relationship Management; Customer Loyalty (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:pal:pmschp:978-1-137-39255-8_5

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DOI: 10.1057/9781137392558_5

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