Global Information Inc. would like to present a new market research report, "Managing the Multi-Channel Experience: Who's Satisfied?" by Mercator Advisory Group, Inc..
Rapid growth of online banking over the last decade has spurred banks to measure the quality of their customers online experience. Banks desire to understand consumer perspectives directly from the customer. Online banks are gathering such data in order to improve their solutions and to better match the needs of their customers. According to Mercator Advisory Group, "customer satisfaction scores for online banking compare very favorably with other businesses and rank higher than the top 100 Online Retailers long considered the gold standard for online performance." This report investigates the challenges banks face in the multi-channel arena. It also examines a set of strategies that banks can employ to increase customer satisfaction in general.
Relationship products, staff motivation and incentives, standard cross channel sales and service processes, consistent customer information, and multi-channel interaction management for data continuity and transactional context across channels.
Bob Landry, Vice President of Mercator Advisory Groups Banking Group Advisory Services, states:
"Quality customer experiences lead to high levels of satisfaction which in turn increases loyalty. High satisfaction and loyalty correlate with increased customer retention, revenue and profitable relationships... Companies with high satisfaction deliver significantly higher shareholder value than organizations with low satisfaction. Banks have long focused on channel specific issues and must broaden their perspective to improve experience across channels. Quality multi-channel experiences are the key to leveraging the investments banks have made in branches, contact centers, ATMs, IVRs, online banking and now mobile phones. The banks that succeed will improve overall customer satisfaction and that will deliver results to the bottom line and increase shareholder value."
|Companies covered in this report series:|
|ACI||CFI Group||First Data||Intuit|
|ACSI||CompuCom||Fiserv||Harland Financial Solutions|
|Ally Bank||Diebold||ForeSee Results||Jack Henry & Associates|
|Argo||FIS||ING Direct||J.D. Power and Associates|
|NCR||Open Solutions||Pegasystems||Raymond James|
|S1||Sybase||TD Bank||TD Ameritrade|
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