2016 Banking Report: What Nigeria’s Banking Customers Want

The democratization of power to the customer has created a new era in retail banking. Customers are more dynamic, technologically savvy, know what they want, and therefore are more particular about their needs and expect banks to deliver increasingly higher quality products and services. The need to leverage on organizations with the capability to provide meaningful intelligence and insights to the changing market economics has become more critical. Failing to satisfy customer needs today leads to a loss of credibility for banks with the repercussions in the industry being endless, from loss of market share to a decline in investor confidence. The economic times show that failure to understand the profitability of customer segments could render institutions irrelevant.



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