Customer Response on the Run

An automated customer experience management program enables banks to gather customer feedback in real time – and gives them a chance to keep complaints from turning into defections.

The growth of internet banking offers consumers more banking options than ever before, including the option of leaving the institution. When customers can easily defect online, from the comfort of their own home, it’s critical to understand how to keep them in the fold and preserve this vital asset. Locking customers in the vault would be frowned upon, so what’s a bank to do?

Read the full article