A Reminder: What Customers Really Want – The Definition of Top-Notch Service
Customer Experience has become a term of art in our business, as well as in many others. Banks have whole departments and senior executives dedicated to perfecting that experience from inception, the first time a prospect contacts the bank through any channel, until the relationship's conclusion, hopefully, many years later. Banks have spent billions of dollars on Customer Experience, largely on technology, in an effort to reduce friction points and make all bank interactions easier.…