Why Aren’t Banks Feeling the Heat From Customers?


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As economic conditions ‘soften’ the customer-centric clothes that banks have worn for the last few years are definitely coming off. So too are the gloves. The customer-centric face of marketing and advertising encouraging you personally to take out loans, add credit cards etc quickly evaporates at the slightest sign of risk. They’ll take your house away as soon as look at you. But aren’t they responsible for creating the problem in the first place? I am sure that the first bank that actually walks the customer-centric talk will clean up. My bank thinks I’m loyal because I’ve been with them for nearly 40 years!!!! But I’d move tomorrow if there was somewhere to go. What do you think?

David Rance
David Rance, CEO of Round, is a former customer care director for a national telco. Round is a leader in capability management models and software tools that enable organizations to align at their chosen level of customer centricity.


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