buw: Banks and savings banks

Ever since the speculative bubble burst, the retail banking model has been experiencing something of a renaissance as a key aspect of bank strategies. Innovative customer management is a crucial factor, particularly so in the retail segment.

The buw Customer Excellence Survey 2010 (available in German only; please contact consulting@buw.de to order a copy) on the service orientation of banks in customer dialogue clearly shows that a retail banking customer's satisfaction and loyalty hinge on how banks treat the customer in person. Traditional values such as appreciating the customer, engaging in a "business relationship of equals" with the customer, and focusing on the customer's individual needs are the key factors driving today's fiercely competitive retail banking market.

By using our customer value approach in conjunction with the buw Customer Value Lab, we can help you to analyse your existing customer base and your market. We reliably uncover sales opportunities as well as specific measures that can help you to retain your existing customers.

The buw Lead Factory helps mobile and stationary sales organisations to maximise the net market time that customer advisors spend with high-potential customers and prospects. At all times, the focus is on what the customer needs. It's all about identifying the "right" customers and prospects and then, based on their specific communication profile, delivering the right content via their preferred communication channel.

As part of our operations, we provide a cross-channel customer service solution for renowned customers such as Cortal Consors.

We can help you to develop the best strategy for acquiring and retaining customers. Contact us to find robust solutions to the key challenges in the field of customer management: multi-channel sales, customer retention, sales and service culture, and social media are just some of the disciplines in which we have unparalleled specialist expertise.

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