A company’s customer satisfaction is a key driver of its growth. Globally, banks have more detractors than promoters. Women are particularly important to a bank’s engagement levels, as they tend to share more widely than men how they feel about their banks. This panel explored drivers of customer satisfaction for banks, including becoming truly customer centric, a necessary ingredient for having a successful Women’s Market program.
JESÚS MORENO
Moderator
Associate Principal, McKinsey & Company
Presentation (members only)
MAISA GENNARI
Superintendent, Research and Market Analysis, Itaú Unibanco
Presentation (members only)
DANIEL GUTIÉRREZ
Vice President, Business Management, Banco BHD León
Presentation (members only)
RACHAEL MCKENZIE
Manager, Women’s Markets, Westpac
MUJTABA NAQVI
Head – Global Branch Business development, HBL
“You need to think about how the customer interactions can be improved on the whole customer journey.”
— Jesús Moreno
“We have our own view of what the customer experience means, but we also ask our customers.”
— Maisa Gennari
“In the design phase, working with multi-disciplinary teams is key to learning about the needs of the customer.”
— Daniel Gutiérrez
“There was one manager that would consistently spend a day a week working to understand the daily lives of his customers. That now happens across the business. … [Our success] came down to being proactive with purpose, doing a lot of examination of the clients themselves and really making sure the contact they had with the bank was relevant.”
— Rachael McKenzie
“One key challenge was that it wasn’t the market that wasn’t ready — it was internally that they were saying, ‘Why do we need to do this?’ … When we worked on it, we found it made perfect business sense.”
— Mujtaba Naqvi