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.
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Notes
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© 2015 Anna Omarini
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Omarini, A. (2015). The Customer-Centric Perspective and How to Get It. In: Retail Banking. Palgrave Macmillan Studies in Banking and Financial Institutions. Palgrave Macmillan, London. https://doi.org/10.1057/9781137392558_3
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DOI: https://doi.org/10.1057/9781137392558_3
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