The current global crisis continues to heap pressure on banks around the world to listen to customers.
Whether it be service, product design and development or fees customers are becoming increasingly vocal about their bank.
On the product development front banks are great at launching “innovative” products that no one understands without always being transparent about charges and fees. The best of the banks now involve both front line sales people and customers in the design and development process – result products that are easier to sell and more attractive to buy,
This involvement of customers has been harnessed by “quirky.com” a company in the US where if you have an idea you can send it to them and for $99 they will carry out on line customer research… if it works they will work with you to launch it. It’s all about listening to customers.