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What's top of mind for retail banks? More often than not, the focus is on customer profitability and risk management. Customers are key to higher branch profits. So it's no surprise that more financial institutions are looking to improve the client experience. But success depends on gaining customer insight. If banks truly understand what clients want, it's much easier to tailor products and services in ways that are meaningful to them. This from The McKinsey Quarterly: "Few banks have more than a rudimentary knowledge of what customers want from a branch and how they currently use it so bank executives should use data analysis and direct observation to track the flow of customers and their behavior.
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