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Thought Leadership

Thought Leadership

VISION Latest Thinking

VISION Consultancy uses its Thought Leadership to guide its strategies.  It's these VISION's strategies, which help its clients transform their businesses.

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Rebuilding Customer Trust in Retail Banking


The message is simple: Trust has been lost and the digital world is here. Successful relationships with customers  in the digital world are high-trust relationships. It is time  for bankers to rebuild trust at the same time as developing  all the communications and analytical advantages of digital technology. There is no other way. The highly digitalised, non-bank competitors are already taking the best parts  of banking. Time is short. Is Apple about to join the fray?  Is Amazon? Is Facebook?

What happened to trust?
It is difficult to conceive of a trusted relationship built on  a single monumental falsehood: "the current account is free"

When Girobank introduced free banking for personal customers in the 1970s, it brought a new tension to the relationship between banks and customers. With high base rates in the 70s, 80s and 90s, zero interest current accounts more than covered their costs. As interest rates fell, the emperor's new clothes were revealed at least to bankers.

Faced with rising losses on personal current accounts and  no political space to reintroduce fees, the response was for more aggressive cross selling, punitive charges for accounts that fell out of agreed lending limits, successive programmes  to reduce costs (branch closure programmes, centralisation, staff reduction) and the introduction of complex fee-bearing bundled products.

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Change Management
Innovative Insights
Promise Based Management
Viral Marketing
Information Overload
Online Finance

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