Relationsbyggandet vid digitala rådgivningsmöten, perspektiv från privatrådgivare : En studie kring utmaningar och möjligheter i det digitala mötet

Sammanfattning: ABSTRACT Date:            [2022-06-02]   Level:           Bachelor/Master thesis in Business Administration, 15 cr    Institution:  School of Business, Society and Engineering, Mälardalen University    Authors:             Bashir Atai                Jesper Holm                    Timothy Ylinen                              98/01/03                   93/08/07                         93/12/31   Title: Building relationship in a digital age focusing on digital meeting, from financial advisors’ perspective            Supervisor: Rana Mostaghel   Keywords: Digital meeting, Customer value, Relationship, Trust, Marketing, Bank industry   Research questions:  What are the challenges in the digital customer meeting regarding value creation and relationship building and how do financial advisors handle the challenges? What opportunities are there for financial advisors when it comes to the shift from physical customer meetings to digital customer meetings?   Purpose: The purpose of this study is to investigate the challenges and opportunities of digital customer meetings that financial advisors need to deal with when building and maintaining relationships online through meetings.   Method: In this study, a qualitative survey method has been applied. The empirical data have been gathered through semi-structured interviews and writing.   Conclusion: Digital meetings have made it possible for financial advisors to work more flexible and plan meetings with their customers more efficiently. Customers doesn’t need to visit the banks office, but they can arrange a digital meeting with their financial advisor instead. This gives financial advisors more time to do more time demanding tasks. This flexible way to communicate gives more value to the customers which increases customer satisfaction. It has also opened new ways for the bank to build new customer-networks by offering other alternatives of communication. One challenge for the banks is that they no longer compete when it comes to the best possible price, but it’s about creating new kinds of services and opportunities for their customers. Customer – demand is always changing and that is a constant challenge for the banks.