Developing an effective affluent banking model

Overview

This is Efma’s third conference on the opportunities and challenges facing the affluent banking segment. This segment sits between the mass retail market and high net worth individuals. Affluent customers have a degree of financial expertise and expect services of a higher quality than those offered to the mass market.

The affluent banking model is increasingly focusing on customer relationships rather than products. Although customer satisfaction is improving, attention still needs to be paid to measuring, monitoring and enhancing the customer experience.