Bankia’s main objective is to have a greater bond with its customers by creating a long lasting, satisfactory and trustworthy relationship. How? with a relationship model where the premise is “knowing the customer to talk to him about himself and his world”. The bank must be by the client’s side offering him solutions according to his needs:
“is not that he needs a pension plan, he needs to protect his future in an important time, his retirement, and the solution might be a pension plan or any other savings or investment plan”.
Customers are constantly changing their behavior dynamics which results in new needs. This situation demands to the bank a great listening, analysis and customer service capacity, because each customer is unique as well as his needs. The customer, especially his emotions and requirements, are the focus in this new banking model. To achieve this, Bankia decided to rely on Limetropy’s technology.