Online giants such as Amazon are prime examples of how companies can incorporate customer feedback directly into the further development of their services. In banking, this influencing factor is still treated as a secondary factor, yet it is fundamental for increased sustainable performance. Consileon has developed its own model to parameterize customer enthusiasm. It focuses on the emotional bond between a customer and the bank and, in addition to a regular customer survey, also takes into account customer feedback via social media channels.
Our study “2025 Future SME Banking – Welcome to the New Normal” uses an SME banking transformation compass to help banks and savings banks in the business customer segment become profitable and resilient. The compass takes an integrative look at implementation based on key success factors and focuses on the bank’s ability to transform.