Nine Steps to Building Retail Bank Customers Will Love

Develop a customer-focused vision: Define how the bank can become more compelling to customers Copy what other customer-Intimate Industries do: Retail banks don't have a deep legacy of customer Intimacy. Steal from those that do such as retailers. Create a case for change: Quantify how the bank will derive value from the vision Tie core transformation to the vision: Define transformation in system upgrade terms and you'll get nowhere.