Successful banks recognize that “the customer” isn’t just an external entity. Capturing untapped opportunities requires a collaborative culture that focuses on creating value for internal customers who, together, share the common goal of creating value for external customers.
Part 2 in a blog series
by Donna Horrigan
Read Part 1 here
Under-met client needs are one of the greatest fears and frustrations every senior bank and credit union leader has, especially now, with other banks’ products and services only a click or two away from the customer. For the more profitable client relationships, bankers are lining up at the client’s door, hoping to uncover a competitor’s miss-steps and capture their lost opportunity.
To avoid falling into this trap, and to capture and retain the most profitable customers, leaders across the bank or credit union must be on the same page about how their teams work together to fully meet customer needs.
Old Habits Die Hard: From
