A central tenet of Radical Management is that the purpose of an organization is to delight its customers. If customer delight is the key to success in the 21st century, how are Swiss companies doing at delighting their customers?
We could apply this to any industry, so let's start with an industry which is a key importance to the Swiss economy: her banks. How are they doing? And what could they do to improve?
I have compiled a list of the most important banks for the people who actually live and work in Switzerland (including Postfinance, which is not actually a bank, but excluding most private banks who cater to an international clientele).
I wrote previously about using Fred Reichheld's Net Promoter Scores to evaluate customer delight. Let's apply that simple approach to the Swiss banks and see how they fare.
To the poll: How do you feel about your Swiss bank? Tell us what you think...
and be sure to tell your friends about this study.
I plan to publish results in February or so...
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