Private Banking: Building a Culture of ExcellenceISBN: 978-0-470-82437-5
Hardcover
256 pages
October 2012
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Acknowledgments xv
CHAPTER 1 A Framework for Excellence in Private Banking 1
CHAPTER 2 What Is Driving Private Banking? 7
CHAPTER 3 Finding the Right Organisation and Operational Strategy 23
CHAPTER 4 Forces Shaping the Regulatory Environment 45
CHAPTER 5 Putting Clients at the Centre 63
CHAPTER 6 Beyond Products—Offering Tailored Solutions 91
Guido Ruoss
CHAPTER 7 Why Brand Matters 123
CHAPTER 8 Delivering a Superior Client Experience 145
CHAPTER 9 Understanding Service Excellence 165
CHAPTER 10 Winning the War for Talent 187
CHAPTER 11 Defining and Growing Leadership and Culture 215
CHAPTER 12 Measuring and Managing Performance 233
About the Author 255
Index 257
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