ING Direct 2011 Annual Report Download - page 41

1 Who we are 2 Report of the Executive Board 3 Corporate governance 4 Consolidated annual accounts 5 Parent company annual accounts 6 Other information 7 Additional information
39ING Group Annual Report 2011
Retail Banking continued
CONCLUSIONS AND AMBITIONS
Despite challenging circumstances in a rapidly changing landscape,
Retail Banking again delivered a solid contribution to the Bank’s
overall performance and reinforced its commercial position. It also
took a number of actions to improve efficiency, reduce costs and
adapt to the new regulatory reality. Working efficiently is a constant
objective in ING’s approach.
ING remains a key bank in the Benelux, helping customers navigate
through the adverse economic climate. Delivering superior
customer service is a key ambition between now and 2015. ING
iscommitted to offering the right products and services to fit its
customers’ needs at every stage of their financial life cycles, and it
will continue to develop its ‘direct if possible, advice when needed’
business model.
In 2012, ING Direct will continue to work towards becoming
acomplete retailbank. It will concentrate on using its low cost,
simple and transparent retail banking model to win new clients,
while offering a superior customer service. Its ambition isto
continue its leadership in the field of internet and mobile banking.
ING Direct will play a central role in the Bank’s balance sheet
optimisation efforts by contributing to deposit growth and allowing
for portfolio transfers through balance sheet integration.
In Retail Central Europe and Retail Asia, ING’s banking businesses
will position themselves for future growth by fully focusing on
customer centricity and excelling in business process management,
while leading in innovation and distribution.