To develop a sustainable competitive advantage, companies need to offer products and/or services that keep attracting customers. Focusing on operational excellence is one of the strategies companies can adopt in order to do so.
Championing a customer-intimate philosophy – so that business strategies are aligned with customers, individually and collectively – is a laudable goal. But customer intimacy is enhanced when companies take steps to ensure that their people don’t just ‘talk the talk’ but also ‘walk the walk’.
There is no doubt the Belgian banking industry is under fire. The recent spate of government bailouts, takeovers and closures has made consumers anxious. At the same time, consumers continue to voice their dissatisfaction and distrust. This report is the 2010 edition of an annual study on the retail banking industry in Belgium carried out by Deloitte and the Vlerick Leuven Gent Management School. This study analyses customer loyalty, satisfaction and trust towards the retail banking industry.