First, the bank will need to define the “customer.” There are probably more than one entity that fit into this.
You will then need to determine what are the needs of each customer segment – for example, your Retail Business clients will want completely different service hours than your Restauarant Service Business clients (Yet both may require cash drop services) – and your consumer clients may want full service weekends so they can do banking when they are not at work.
You can find your customer segments and their needs/wants by surveying our current customers, performing case studies and also doing competitor evaluations.
Once you highlight some customer needs that you are not currently filling that do not impact your cost in a significant way, try implementing them to see what effect they have (if any.) Scale up on hits, stop the misses.
Originally Posted: https://www.quora.com/If-a-bank-said-that-they-were-going-to-improve-by-developing-a-more-customer-centric-culture-what-should-that-look-and-feel-like-to-their-customers
Originally Posted On: 2015-08-01