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"As customers start to use remote channels – online and mobile – they lose touch with their bank."

 


Customer service: Has your bank ‘friended’ you?

Jessica Twentyman

Financial Times

21 September 2011

 

PA is quoted in the Financial Times The Connected Business Report. The article looks at how banks are having to focus more attention on the customer service channels they offer beyond the branch network, cash machines and call centres to win customer loyalty.

However, although online services can give customers more autonomy, banks can lose out on opportunities to sell them extra products and services. “From a bank’s perspective, this is a problem. As customers start to use remote channels – online and mobile – they lose touch with their bank.

“The additional challenge for banks is to combine all these customer-service channels to deliver an integrated experience.

“I think it’s fair to say that many of the larger banks are quite hamstrung by their existing installed technologies in this respect, leaving the path clearer for more agile new entrants.”

You can read the article in full here.


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