Bank on it! Customers are Changing.


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Meet the new banking customer!

According to research conducted by Empathica Consumer Insights involving more than 15,000 American and Canadian bank users:

42% of consumers indicated their preferred banking channel was the Internet, followed by Branch at 33%, ATM at 23%, and Mobile and Telephone came in a distant fourth and fifth at 2% and 1% respectively.

Yet, when a problem arose, it was time for a human to appear….PRESTO…..

60% preferred to visit bank branches to address a problem, while 34% preferred using the phone and only 6% wanted to deal with problems online.

What does that tell the world of bankers and non-bankers alike?  Automate as many routine functions as possible and save your people for real time problem resolution…..

Republished with author's permission from original post.

Joseph Michelli, Ph.D.
Joseph Michelli, Ph.D., an organizational consultant and the chief experience officer of The Michelli Experience, authored The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company and the best-selling The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.


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