Objective of Banks is to serve customers & for that matter objective of any enterprise.
Look at the composition of PSU banks boards ;
- 1 Govt Nominee
- 2/3 Share holder Nominee
- 1 RBI Nominee
- 1 Workmen Nominee
- 1 Officer Employee Nominee
Mostly Bank's customer services are pathetic perhaps this is the reason. Competition is forcing banks to become customer centric but unless customer service/experience is given core focus and customer champions are given board and CXO level position it wont be sustainable.
We seriously need customer champions not only in the boards of banks but every company.
When customer experience creation capability is the sustainable competitive advantage business cant become customer centric unless voice of customer reaches the highest decision making forums.