Is Bank Customer Service Really THAT Bad?

custsvcA Carlisle & Gallagher study concludes that first-call problem resolution is critical to customer satisfaction and loyalty. But customer service isn’t just “problem resolution.” It includes responding to inquiries regarding transactions, and providing information regarding products when asked about it. Excluding these interactions may result in underestimating banks’ first-call response rates.

Why Bank Branches Suck (And Why The Branch Of The Future Stuff Is Nonsense)

Chris Skinner recently published a blog post titled Banks designed for humans, not money in which he argues that: “Branches are banks’ retail stores but were designed for money. They were designed to handle physical forms of cash and cheques, as secure transaction centres. This is the core challenge of why everyone thinks branches will disappear. Because…

Bank Customers Want A Seamless Experience (My Foot)

Foot wasn’t exactly the first body part that came to mind, but I’m trying hard to keep it family-friendly here. Yet another consumer survey from yet another technology company finds that bank customers want…..wait for it….a seamless and personalized customer experience. And that consumers are even willing to share personal information with the bank in…

SedUIced

The Finovate conference is very well run and employs a great concept — 7-minute vendor demos. As a result, it has become one of the better attended fintech conferences. It’s a great place to gauge the temperature of the fintech industry on what’s hot these days. For a great vendor-by-vendor analysis, check out Bank Innovation.…

The Truth About Bank Channel Preferences

Boston-based research firm Yooseless Research revealed the results of an important new study looking at consumers’ bank channel preferences. According to Distinguished Principal Analyst Phuquing Yooseless: We asked consumers about their bank channel preferences, and their response was unanimous: “What the hell is a banking channel? We thought channels were something on TV.” When we…