Banks Treating Customers as ‘Citizens’


Banks have had a difficult time in the recent global economic crisis. In addition to closings and government bailouts, their image has taken a beating. This will have serious consequences in the long term, many analysts say. Banks empowering customers is the way forward, says Enrique Goni, CEO of Caja Navarra, a savings bank in Spain, in this conversation with Wharton management professor Mauro F. Guillen.

Originally published by Knowledge@Wharton December 19, 2012.

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