Client requirements at the forefront

As part of the StepUp2020 strategy, the LLB Group set itself the goal of investing more time in the individual care of its clients and enhancing the quality of advice it gives them. The Lean Management Group Programme makes a significant contribution to standardising processes as far as possible and to aligning our company even more closely with clients’ requirements (see chapter “Corporate Center”).

Following the in-depth client surveys carried out in 2018, we did our homework and implemented substantial improvements to our Online Banking while, at the same time, cutting the throughput time for applications and enquiries. During the first half of 2020, we shall launch a new, even more extensive client survey, whose results should again help us to improve the quality of our services (see chapter “Marketing and communication”).

Knowledge generates trust

44 per cent of Swiss voters believe that retirement provisioning is the greatest problem facing Switzerland. This result was revealed in the “CS Worry Barometer” published in December 2019. In Liechtenstein too, retirement planning is an important issue. Consequently, we have decided to become a partner for the “Retirement Trade Fair” to be held for the first time in Vaduz in March 2020. The “Retirement” and “Investing” client events, which we launched at our bank branches in 2019, were completely booked out. Following a presentation on the subject, participants were able to obtain advice on specific questions and get information from their client advisers on individual financial planning. At another event aimed at parents with young children, possibilities for saving capital for their children’s’ education were presented. In addition, events held for senior citizens aged 60+ were very popular. At these events held in our bank branches, the participants had the opportunity of trying out our mobile and online banking applications and getting answers to their questions.

Premium partner of the Chamber of Commerce and SME Award

LLB is well networked with the local business community. We are premium partners of the Liechtenstein Chamber of Commerce. In 2019, we extended and further intensified this collaboration. In addition to our tried and tested services for members of the Chamber of Commerce, in future we shall intensify our support for events and training activities in relation to digitalisation. Our goal here is to help companies and their employees to identify and take advantage of the opportunities offered by digitalisation and technological advances.

Furthermore, we shall again operate a stand at the LIHGA 2020 (Liechtenstein’s regional trade fair) together with the Chamber of Commerce, and choose a recipient for the second time for the LLB SME Award, which we set up in 2018 in collaboration with the Chamber (see chapter “Responsibilities for society and the environment”).