SOCHI, 17 Sep. The Bank of Russia urged banks to think about the formation of long-term customer loyalty, because using unfair practices in relation to customers now, they simply saw the branch on which they sit, said the head of the Central Bank Elvira Nabiullina. “We pay great attention to behavioral supervision, because the boundaries of what is good and what is bad in the Russian banking sector is still somewhat blurred. Hopes for self-regulation have not yet been fully justified, we have approached this topic more than once. Therefore, unfortunately, all the standards and requirements for the sale of financial products are external to banks, set by the regulator, and not by the banking community itself. This, of course, is an indicator of some immaturity of the financial community, «she said, speaking at the international banking forum» Banks of Russia — XXI century. » the topic needs to be thought about. «We urge you not to cut the branch you are sitting on, and customer trust is what the financial system is based on, and to think again about how to form long-term customer loyalty, which can only be formed by honesty and decency, real care about him, «Nabiullina summed up. She recalled that the responsible behavior of banks in relation to customers during the pandemic has shown its results, has become a winning strategy for banks.
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