瑞士信贷全球零售银行报告.pdf

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1、Worldretail2011BankingreportContents3Preface5Chapter1:CustomersAreSatisfied,butOpportunitiesExisttoIncreaseSatisfactionintheAreasThatMatterMost6DespiteBeingGenerallySatisfied,CustomersStillLackTrustandConfidenceintheBankingIndustry8IntroducingCapgemini’s

2、RetailBankingCustomerExperienceIndex10BanksAreStrugglingto“Wow”CustomersinAreasofGreatestImportance10Chapter2:TheBranchRemainsImportanttoCustomersDespitetheGrowingPopularityandAvailablityofDirectBankingChannels22BanksSeektoMinimizeDistributionCosts,While

3、MaximizingtheCustomerExperience23AMulti-Channel,Multi-ProductEnvironmentRequiresaRevampedDeliveryApproach25CustomersAreSlowlyExpandingTheirUseoftheBranchbeyondBasicTransactionsasAdvisoryServicesBecomeMoreImportant27BanksAreFacingChallengesacrossFourAreas

4、WhileTransformingtheBranchtoPlayaMoreEffectiveRoleinRetailDelivery31SixThemesAreShapingtheChannelLandscapeandRedefiningtheRoleoftheBranch36Methodology38AboutUsPrefaceCapgemini,UniCreditGroup,andEfmaarepleasedtopresentthe2011WorldRetailBankingReport.Inthe

5、aftermathofthefinancialcrisis,retailbanksaroundtheglobearestrugglingtomakeapositiveimpressiononcustomers.Differentiatingonpriceandproductinnovationisbecomingincreasinglydifficult,andfirmsfacetheaddedcomplicationsofchangingcustomerpreferencesandincreasing

6、lystringentregulations.The2011WorldRetailBankingReportaddressesthesechallengesbyestablishinganewframeworkforidentifyingandmeasuringsuccessinretailbanking.Ournewtoolhelpsbankslaythegroundworkforamoreeffectiveretaildeliverystrategyandultimatelyaneweraofpro

7、fitgenerationinthisdynamicbusiness.The2011WorldRetailBankingReportpublishesCustomerCreationofthetoolbeganwithanextensivesurveyofcustomerbehavior.WeExperienceanalysisbyregionconductedalarge,in-depthstudyofthemanyvoicesandopinionsaroundtheonlyforNorthAmeri

8、ca,Latinworldthatmakeupthemodernbank’sretailcustomerbase.OurVoiceoftheAmerica,CentralandWesternCustomersurveysqueriednearly14,000customersacrosstheglobeonmoreEurope,aswellasAsiaPacific.than80parameters,makingitoneofthemost