We are a global financial institution with a strong European
base, offering banking services. We draw on our experience and
expertise, our commitment to excellent service and our global scale to
meet the needs of a broad customer base, comprising individuals,
families, small businesses, large corporations, institutions and
governments. Our customers are at the heart of what we do.
Our
more than 52,000 employees offer retail and wholesale banking services
to customers in over 40 countries. Our strengths include our well-known,
strong brand with positive recognition from customers in many
countries, strong financial position, omnichannel distribution strategy
and international network. Moreover, ING is currently among leaders in
the Dow Jones Sustainability Index 'Banks industry' group.
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Our purpose and strategy
We believe all sustainable progress is driven by people with the
imagination and determination to improve their future and the futures of
those around them. We empower people and organisations to realise their
own vision for a better future - however modest or grand. Our purpose
therefore is: Empowering people to stay a step ahead in life and in
business.
Following this purpose we have defined four simple
promises that together form the Customer Promise and are part of our
strategy.
Clear and easy
Banking doesn't have to be difficult and time consuming. Less is more. It's all about clear products, plain language, fair prices and simple processes. That saves both time and money.
Anytime, anywhere
We work to get our services where our customers are. Banking should be possible anytime and anywhere.
Empower
The best financial decisions are informed decisions. Customers want relevant, up-to-date information at their fingertips. They need to understand their choices, and the implications, both today and for the future.
Keep getting better
Life and business are about moving forward. We will keep looking for new ways to make things better. With new ideas, new solutions and new approaches to make things easier for our customers. That way, we can all stay a step ahead.
Our strategy aims to create a
differentiating customer experience, enabled by simplifying and
streamlining our organisation, further striving for operational
excellence, enhancing the performance culture within our company and
expanding our lending capabilities. The potential for improvement in
these areas varies with our current market positions, which we have
divided into Market leaders (Netherlands, Belgium and Luxembourg),
Challengers (Germany, Austria, Spain, Italy, France and Australia) and
Growth markets (Poland, Turkey, Romania and our business units in Asia).
Our focus is on becoming the primary bank for more customers
through growing the share of payment accounts with recurrent income and
at least one other product with ING in retail banking and with anchor
products such as lending and transaction services in wholesale banking.
Market
leaders are the Benelux countries where we currently have leading
market positions in retail banking and wholesale banking services. In
Benelux countries our strategy is to grow in selected segments, continue
to develop towards a direct-first model, invest in digital leadership
and deliver on operational excellence programmes.
In Challengers
markets we strive to strengthen our market position. Our business units
offer both retail and wholesale banking services. Our retail activities
are mainly direct banking services delivered online which provide a cost
advantage over traditional banks. We plan to invest in our Challenger
markets to use our strong savings franchises and expand into payments
accounts to build primary banking relationships with customers. We seek
to use our direct banking expertise to grow our lending business at low
cost in areas like consumer lending and lending to SMEs. We will also
seek to grow our corporate client base and develop capabilities in
Industry Lending and Transaction Services in most of these countries.
In
Growth Markets, we offer a full range of retail and wholesale banking
services in strongly expanding economies that offer good growth
opportunities. We strive to invest to achieve sustainable share and will
focus on digital leadership by converging to the direct-first model and
prioritising innovation.
We are a network bank for our clients
across Europe with global reach and we are investing in our business
transformation programme, the Wholesale Banking Target Operating Model.
We have a number of global franchises. We are targeting continued growth
in our client base and in Industry Lending and Transaction Services. In
Challenger countries we are expanding our asset generating capabilities
to promote locally optimised balance sheets and broader franchises.
Our stakeholders
In all our activities, we carefully weigh the interests of our various stakeholders such as customers, including individuals, families, small businesses, large corporations, financial institutions, governments, public-private entities and supranational agencies. Other important stakeholders are our shareholders and bondholders, our employees, supervisors, regulators, civil society organisations and citizens.
