This is Eastbrook’s and Finansbarometern’s selection of blog posts and articles on Financial Services, Future Banking, Fintech and Disruptive Finance. (Some might be in Swedish.)
Swedbanks tf VD Birgitte Bonnesen påstår i gårdagens DI (160212) att banken inte behöver bekymra sig över att kundnöjdheten försämrats. Detta är fel och det har jag redan skrivit om här.
I intervjun säger hon vidare att Swedbank aldrig kan bli lika bra som konkurrenten Handelsbanken. Hon säger inte så rakt ut, men det är andemeningen. Hon menar att Swedbank med sin bredare approach inte kan ha lika nöjda kunder som Handelsbanken med sin decentraliserade och lokalt förankrade modell. Detta är förstås ett anmärkningsvärt uttalande och frågan är om det stämmer.
Bra att Swedbankdirektörernas tveksamma fastighetsaffärer granskas och eventuellt också kritiseras. Huruvida man begått formella fel eller ej har jag egentligen ingen uppfattning om, men en annan sak slår mig när det gäller rapporteringen om Swedbanks kris: Varför hörs så anmärkningsvärt lite om hur kunderna uppfattar banken?
Anders Sundström mumlade någonting närmast pliktskyldigt om kundnöjdhet, men hur privatpersoner och företag egentligen upplever Swedbanks förmåga att möta deras behov tycks få reflektera över.
This is Eastbrook’s and Finansbarometern’s selection of blog posts and articles on Financial Services, Future Banking, Fintech and Disruptive Finance. (Some might be in Swedish.)
Paying more attention to what our customers really need seems to be significantly important these days. This is generally considered to be one of the main keys to manage the transition into a fully digitized paradigm. Especially so for the traditional banks.
I couldn’t agree more. It is important to understand our customers and perhaps even more so when struggling for successful digital business models. Still, I can’t help to think that this newfound insight could have been applied a long time ago. But the truth is that business development within legacy banks have not primarily derived from a deep understanding of client need. Instead, for the past three decades, silo thinking and lack of competition have turned the banking industry away from customer centricity.
This is Eastbrook’s and Finansbarometern’s selection of blog posts and articles on Financial Services, Future Banking, Fintech and Disruptive Finance. (Some might be in Swedish.)
This is Eastbrook’s and Finansbarometern’s selection of blogposts and articles on Financial Services, Future Banking, Fintech and Disruptive Finance. (Some might be in Swedish.)
This is Eastbrook’s and Finansbarometern’s selection of blogposts and articles on Financial Services, Future Banking, Fintech and Disruptive Finance. (Some might be in Swedish.)
This is Eastbrook’s and Finansbarometern’s selection of blogposts and articles on Financial Services, Future Banking, Fintech and Disruptive Finance. (Some might be in Swedish.)
This is Eastbrook’s and Finansbarometern’s selection of blogposts and articles on Financial Services, Future Banking, Fintech and Disruptive Finance. (Some might be in Swedish.)