What Nigeria’s Retail Banking Customers Want: Customer Insights for Retail Banking

Nigerian banks are perhaps in the midst of the most challenging times since the capitalisation reforms of 2005 and the credit risk reforms of 2010. Banks are wrestling for low-cost deposits, forced to consider innovative ways to offer differentiated products and to attract retail customers. This situation is causing many bank executives to critically assess their product offerings as well as their service delivery approach. Banking operations are being re-designed, alternative channels are being explored, customer engagement initiatives are being launched and visual identities are being modified – all with a goal of attracting, engaging and retaining the customer.

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