Strategies for a Customer-Oriented Consulting Approach

Abstract

Current publications and projects in the field of banking show that banks have begun focusing on customer service again. Following a phase where customer service was not considered a core business, and was even delegated to a separate company, many banks have once again started focusing their activities on the field. There are many reasons for this. For one, the success of various financial distribution companies has shown that customer service, when carried through consequently and comprehensive, does indeed portray a high potential for financial service providers. When consulting is provided, which satisfies the customer, it often leads to a long-term customer commitment, which forms a reliable and predictable basis for financial service providers. However, financial service providers face many challenges in the field of customer service, especially when it comes to legal requirements, such as the conversion of the EC broker guidelines or the German Pension Tax law.