Girish P B

How Customer-Centricity Helps Create Great Brands

World over companies are struggling to retain their top line and also satisfy their shareholders. There is tremendous pressure on companies to innovate, come out with newer products/services and also provide great customer service. To achieve all...

Innovation: An Effective Strategy for Banks to Grow

Innovation is fundamental to the success of any financial institution in an age where banks have to adhere to stricter regulatory requirements from central banks and also keep their customers and shareholders happy. Banks over a period of time have developed business models which...

Customer Experience Management and Role of Employees

Customer Experience Management (CEM) is the most happening buzz across different industries. It is the need of the hour across some of the sectors like Banking, Airlines etc to stay afloat in light of tough competition and stricter regulatory measures. As competition increases, new...

Why Do Customers Defect and What Can We Do About It?

Customers are difficult to maintain and it costs a lot to acquire new customers than to retain an old one. Hence it becomes even more imperative to retain customers and try and see that one size fits all strategy does not work here. Every...

Strategies for Profitable Customer Acquisition in Banks

Customer acquisition has been one of the major challenges facing banks of late. Banks have very few profitable customers to source and many banks competing. Hence, the strategy to have the best customer on their books is making many banks to come out with...

How to Increase Banking Customer Profitability: Segmentation and Timing of Products and Services

It is well understood that Customers are a very prized property and having a profitable customer is the most sought after by every Bank. So having a profitable customer is more important than having just a customer. Realization is dawning that volumes won't lead...

Card industry top line/bottom line pressures to hit customer offerings

The past 2 years have seen Banks being closed, merged, and funded by the US government to keep them afloat. The loan portfolio grew faster and cards were issued to consumers while adhering to minimal credit appraisal standards. As the economy went into a...

Customer Loyalty in Banks – Adopting the right strategies to satisfy and retain customers

Customer Loyalty/Excellence has been a buzzword for a long time now with Banks. In the current tough economic environment, this has become even more imperative to retain the good customers and proper handling of customers becomes even more important to business success. It is...

Predictive Analytics: How Banks Use Customer Data to See the Future

In today's highly competitive marketplace satisfying customers has never been more challenging. They are extremely demanding and insist on being treated as an individual with specific needs. They want to be made to feel that the offering is personally addressed to them. To understand...

Cross Selling at Banks: Adopting the Right Strategy for a Healthy Bottom Line

Cross-selling is a concept all banks seem to be harping on, but is it worth all the hoopla? Selling new products to existing customers has long been on most banks' agenda and has been constantly discussed in various internal/external meetings. Yet historically, few banks have...

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