The Bankwatch

Tracking the consumer evolution of financial services

Retail banking: Concerted effort to engage with the customer | Japan

It is interesting to watch how banks are looking to move beyond the banking crisis.  Here is an example in Japan, which is already highly focussed on their customers.  Sumitomo Mitsui Bank is initiating new processes and methods to generate even better customer focus.

Retail banking: Concerted effort to engage with the customer | FT

Loiter in a Tokyo branch of the Sumitomo Mitsui Bank and you will notice some changes. There is still a large closed-off area of bank officers shuffling documents, but there are now two counters, a high one at which to make deposits and transfer money, and a more appealing line of low desks, behind which staff wait to discuss your financial needs.

“In the eyes of our customers, we wanted clearly to separate payments from consultation about things like a new account,” says Takashi Yamashita, a senior vice president in SMBC’s retail bank.

Written by Colin Henderson

April 21, 2009 at 00:22

Posted in Japan

Tagged with ,

%d bloggers like this: