During a recent evaluation of a group of banks on customer effort levels required to interact in areas like branch banking, mobile websites, customer assistance and online banking, the results showed that the 45 to 65 age group, the most frequent bankers exerted the most effort to bank online.
Building a rewarding customer experience is more than a “play it by ear” project. It’s a systematic journey to determine what works best for your audience and to anticipate their needs and desires. As it result, it demands governance.
Forget the debate over whether or not a credit union should keep offering free checking accounts, there are signs credit unions may eventually have to decide whether or not to charge their members fees for holding deposits.