Customer satisfaction

We have a choice. The internet provides access to products, services and information from all over the world. Entrepreneurs that fail to create lasting customer loyalty will lose out in the end. Customer satisfaction, and approaches to achieving and increasing it, need to be re-defined. As with other areas of life, people want to have a voice in decision-making and be involved – for example, in the process of developing new products and services. Playing a more active role motivates clients and fosters long-term relationships.

But this requires proximity and transparency. A strong trend is ethical consumerism. More and more consumers base their choices on a product's social and ethical value; they do research before making a buying decision, and want their partners to be economically, ecologically and socially responsible. Credibility is key. How can we convince our well-informed customers?

Bad Homburg

Dialogue as a source of inspiration

Only those who make their customers strong will be made strong by their customers. Savings Banks are convinced of this principle. For example, Taunus Sparkasse – located in the Rhine / Main area just outside Frankfurt – maintains an active exchange of views and experience with private individuals and businesses alike, within the scope of Customer and Business Advisory Boards. In fact, these inspiring meetings have already given rise to new financial products.

Customer satisfaction is one of the key objectives pursued by Savings Banks. To find out what private and business customers expect, and just how they imagine a forwardlooking bank, Taunus Sparkasse set up “UnternehmerBlick” (“An entrepreneur’s view”) – a round table discussion with business customers which the Savings Bank established back in 2006. Four times a year, business owners from various sectors meet with management board members and corporate banking advisors, in order to exchange views in an open and trusting atmosphere. New participants are requested to join the circle, in order to add fresh ideas to the group. This not only builds a high-quality network; the discussions also help to strengthen the business relationship. Topics range from the global economy to individual concerns.

Entrepreneur Kurt Bach appreciates an exchange of views with his Saving Bank (MGNE Produkthandel GmbH).