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December 1, 2010 Customer Strategist

KBC Belgium’s End-to-End Reorganization Around the Customer

Not willing to risk the complacency that can come with market leadership, the bank focused on customer centricity to stay competitive and build its business.
Retail Banking
December 1, 2010 Customer Strategist

When the Customer Is King, Customer Experience Rules

Banco Santander’s intense focus on customer experience helps to increase retention, solidify customer loyalty, and build the bottom line.
Financial Services and Insurance
December 1, 2010 Customer Strategist

Is Customer Experience Profitable? You Can Bank on It

Customer satisfaction with most banks is at its lowest in years. Banks could win customer loyalty by showcasing experience excellence.
Retail Banking
December 1, 2010 Customer Strategist

Creating the Un-Bank Experience

ING Direct CEO Arkadi Kuhlmann took a cue from retailing to offer a customer experience unlike any competitor in banking.
Retail Banking
December 1, 2010 Customer Strategist

Commerzbank Takes the Customers' Point of View

By listening its customers, German-based Commerzbank kept its customer base stable throughout a two-year acquisition period.
Retail Banking
December 1, 2010 Customer Strategist

Short-Termism Is the Biggest Threat to Trustability in Financial Services

Don’t fall into the trap of IBGYBG.
Financial Services and Insurance
December 1, 2010 Customer Strategist

Excelling Through Excellent Customer Experiences

Research reveals the strategic areas that retail banking must focus on to succeed in today’s hypercompetitive market.
Retail Banking
December 1, 2010 Customer Strategist

The Winning Way to Deliver Superior Service: “Every Customer Every Time”

Mark Beausoleil, director of retail sales and service, explains the service strategies that support the achievement of the award.
Retail Banking

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