Michael Ruckman Challenges Bankers to Be More Relationship Focused

The Relationship Centric Bank

Learning what your customers really want just might be the key to creating a relationship-centric bank.

According to a Gallup survey in 2009, only about half of customers surveyed could strongly agree that their banks performed the sorts of actions that likely would keep customers coming back, such as “making me proud of where I bank”, or “keeping me informed of new opportunities”, or even “understanding my financial goals.”

The Relationship-Centric Bank and a desire for repeated contact with a provider is just the beginning of a healthy relationship. Another survey conducted by Forrester in 2010 asked respondents if they agree with the statement, “my financial services provider does what is best for me not just its own bottom line” . Results showed that a majority of respondents simply don’t trust their banks.

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