Thuis en op het werk
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Studieboeken
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Pearson Longman
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Nieuwsbrief
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Informatie
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Reinventing Financial Services
What consumers expect from future banks and insurers
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| ISBN-13 |
9789043020411 |
| verschenen op |
02-09-2010 |
| Uitvoering: |
P01 |
| Aantal pagina's |
288 |
| Prijs: |
€ 34.95 |
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The financial crisis and the subsequent economic melt-down have forever changed the
relationship between consumers and financial service firms. Roger Peverelli and Reggy de Feniks, both experts in financial services, present a thoughtprovoking and insightful vision on the future of banks and insurance companies.
Reinventing Financial Services puts the customer centre stage. It uncovers the radical shift in consumer perception and identifies the six key consumer trends that financial institutions must heed. These trends set the stage for the future of finance and are inevitably connected with the way banks and insurance companies must change to hit the perfect note. A shopping list that will help financial service providers find the right answers to the challenges of the new financial reality:
• How to restore consumer trust
• How to differentiate when transparency rules
• How to become close to consumers across channels
• How to leverage social media and mobile services
• How to align customer centricity and profitable growth
• And last but not least, where to start to create a new future
Backed by ample research yet easy to read, Reinventing Financial Services will spark new ideas. A must read for anyone working in the financial sector or anyone who takes an interest in financial services for consumers.
Roger Peverelli is a partner at vodw, a leading strategy consultancy based in The Netherlands. Reggy de Feniks is a partner at strategy consultancy 9senses in Spain. Both are experts in financial services, in b2b as well as b2c markets and have worked in this sector throughout Europe, the Americas and Asia. They have published numerous articles and interviews on strategy, innovation and building customer centric organisations in financial services.
Foreword
Introduction
Acknowledgements
1 Consumers’ relationship with financial institutions has changed
2 Consumers are calling for transparency and simplicity
3 Consumers become more and more self-directed
4 Consumers rely on the wisdom of crowds
5 Consumers are revaluing values
6 Consumers prefer to feel close
7 Reinventing financial services
Index
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