Banks must learn to adapt to the needs of their customerswhich will allow their portfolios to grow, but the most important thing is to understand them in order to offer appropriate products and services to each one of them, considered Lorenza Martínez, general director of the Actinver Bank.
In interview with The financialwithin the framework of the 86th Banking Convention, Martínez Trigueros explained that having worked precisely on the interests of his clients, and putting aside seeking to comply with a “quota” of product sales, has allowed him to understand what they require and that has changed the bank’s portfolio in recent years.
An example is that currently 53 percent of the clients they have are women and 51 percent of the assets managed are women’s, “and this is to understand the needs of the client and the women; something that has prevailed in traditional banking is selling products, we have already changed in seeing the customer’s need and not wanting to sell them products”, she said.
The data, also within the framework of International Women’s Day, said it is relevant, since it shows that little by little women have changed their vision of the world of investmentswhere they participate more actively, although Martínez acknowledged that much more financial education is needed for women to make the leap from saving to being investors.
“Adjusting to what the client needs is what the bank has lackedand in the case of Actinver we have been successful with women, but it is to adjust to this need,” said Martínez, however, he considered that the industry in general is not working in depth on the issue of more women investing, ” That is why we do not have in Mexico the penetration that exists in other countries”.