Archive for: February, 2010
Sanat Rao - Infosys Technologies Ltd - London | 23/02/2010 | 2974 views | 1 comment
The longer a customer stays with a bank, the less it costs to retain him. In a recent study of banking customers, average product ownership and profitability was found to be 20% higher among those who thought favourably of their bank. I can cite many figures, but the point is made – there is a huge incentive for banks to retain and sustain cu...
Tags: Online banking, Retail banking
Sanat Rao - Infosys Technologies Ltd - London | 08/02/2010 | 2026 views
If you really think about it, the goal of any innovation is to better fulfil an existing need. Thus, banking innovation must keep pace with customers’ evolving aspirations. Pick a random sample of customers and chances are that you will find more uniqueness than commonality of need. More importantly, seasoned customers expect their banks to f...
Tags: Online banking, Retail banking
Sanat Rao - Infosys Technologies Ltd - London | 08/02/2010 | 2377 views
Whenever a customer initiates a transaction, it’s a moment of truth for his bank. Likewise, the acid test of a banking innovation is its impact on customer experience. Enough has been said about the role of technology-led innovation in improving customer experience and retention; far less on how banks can innovate on their customer management...
Tags: Online banking, Retail banking
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