Is your strategy for successful customer attraction and retention based on pricing and fees? If it is, you could well fail. The only sustainable competitive differentiation you can achieve comes from the quality of customer experience you systematically deliver across all your channels.
Today, it’s customers who are driving the changes in the financial world. Their demands for multi-channel banking are increasing, as more choices of how they interact become mainstream, such as social networking, mobile phones and tablet PCs.
They are technology rich, yet many are time poor. They want the choice of multi-channel solutions to give them the services they need, when and where they need them.
And herein lies the problem, as multi-channel banking transactions across assisted service, the ATM and Kiosk, mobile and the internet are far from seamless. Yet it is this seamless interaction customers want above all.