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The New Mechanics of Success: Win-Win Cycles and Client Value Generation

In: Customer Value Generation in Banking

Author

Listed:
  • Stefanie Auge-Dickhut

    (Swiss Institute for Financial Education)

  • Bernhard Koye

    (Swiss Institute for Financial Education)

  • Axel Liebetrau

    (BIG - Banking Innovation Group GmbH)

Abstract

Customer focus and creating value from customers requires a radical shift in attitude towards bank services. In an age of increasing transparency and autonomy, customers expect to interact with their bank as equals. Therefore, in the following section the connection between customer success, bank success and shareholder value will be presented in the context of the win-win cycle. Then the influence of satisfied and loyal customers on bank success will be demonstrated. Starting from these findings it is then possible to understand the influence of the characteristics of financial services on customer success.

Suggested Citation

  • Stefanie Auge-Dickhut & Bernhard Koye & Axel Liebetrau, 2016. "The New Mechanics of Success: Win-Win Cycles and Client Value Generation," Management for Professionals, in: Customer Value Generation in Banking, edition 127, chapter 7, pages 111-141, Springer.
    • Handle: RePEc:spr:mgmchp:978-3-319-19938-2_7
    DOI: 10.1007/978-3-319-19938-2_7
    as

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