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The Modern Bank Customer

In: Retail Banking

Author

Listed:
  • Anna Omarini

    (Bocconi University)

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.

Suggested Citation

  • Anna Omarini, 2015. "The Modern Bank Customer," Palgrave Macmillan Studies in Banking and Financial Institutions, in: Retail Banking, chapter 5, pages 127-180, Palgrave Macmillan.
    • Handle: RePEc:pal:pmschp:978-1-137-39255-8_5
    DOI: 10.1057/9781137392558_5
    as

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