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The Customer-Centric Perspective and How to Get It

In: Retail Banking

Author

Listed:
  • Anna Omarini

    (Bocconi University)

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.

Suggested Citation

  • Anna Omarini, 2015. "The Customer-Centric Perspective and How to Get It," Palgrave Macmillan Studies in Banking and Financial Institutions, in: Retail Banking, chapter 3, pages 61-103, Palgrave Macmillan.
    • Handle: RePEc:pal:pmschp:978-1-137-39255-8_3
    DOI: 10.1057/9781137392558_3
    as

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