re: To Bolster Customer Engagement, Take a Page from Retailers’ Playbook
These are excellent points for all bankers to consider. It often comes down to: Put the customer first, at the center of the business. Difficult for banks because of the historical product centric and product system focus. IF, it was easy banks would have already done it because the 360 degree view of the customer has been talked about for over 15 years. With the inclusion of social media, getting a 360 degree view is only getting more difficult, so it is time to do it. But, remember, all the understanding of the customer does not earn a penny, until the bank executes against that learning. So systems of engagement to execute on customer analytics is equally important.