“ We plan to start by acquiring ‘ heart share ’ with Hong Kong clients before building up market share . When people start to talk , recommend , share news , and get excited about our services and offering – that will be the biggest prize for us ”
35 table . “ Ethnographic research was so important to the project . We reached out to 2,000 customers from different segments and different classes who had different behaviours and passions ,” explains Deniz . “ This bank is going to be a service-led bank instead of a product-led one . Therefore , we tried really hard to understand our customers ’ pain points so that we could differentiate ourselves in the market and help them .”
Deniz and his team are maintaining a consistent focus on customer
“ We plan to start by acquiring ‘ heart share ’ with Hong Kong clients before building up market share . When people start to talk , recommend , share news , and get excited about our services and offering – that will be the biggest prize for us ”
— Deniz Güven , CEO and Executive Director of Virtual Bank by Standard Chartered
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