Less than two months ago, Karur Vysya Bank (KVB) was awarded Best Retail Bank of The Year by India Banking Summit. How did they beat the competition to get there? What gave them that competitive advantage? Most importantly, can other banks pull off such a feat too?
Founded in 1916, KVB is a veteran private sector player in the Indian banking industry. Through its extensive network of 788 branches and 1803 ATMs, KVB has deposits of 56 thousand crores, and a total business of 1 lakh crores. With a capital ratio of 11.79%, KVB is a stable and reliable bank conforming to RBI’s standards. However, KVB had a thorn in its side — legacy systems.
Millennials are 2.5 times more likely to switch their bank compared to Baby Boomers. Should banks be worried? Can customer loyalty be restored? Where do banks go wrong and lose their valuable millennial customers?
Millennials wish for minimum fuss in their banking activities. They have high expectations on technology to make things simpler for them. The sheer size of this segment in the Indian market makes it difficult for banks to give it a miss. At 440 million and growing, millennials currently make up 46% of the workforce and 70% of the total household income.
The pattern of taste of each individual is contrasting and disparate. This is no one-size-fits-all recipe that will satisfy and earn a badge of a universal harmonious palate. The common strategy adopted is the preponderance of affection and antagonism to decide an upshot, a common minimum programme in Indian context. How far will this be successful? Unfortunately the affection quotient is spontaneous & dynamic; influenced by epigenome, emotional framework consciousness, observations , knowledge, environment, cognitive morale, physical state and plenty of other coerce forces.