Customer Experience
Updated: January 10, 2005
Today, banking customers expect:
| • | Efficient, reliable and personalized service. |
| • | A trusted financial provider that does what’s right for the customer, not just for the bottom line. |
| • | Products and services that are specifically tailored to meet their needs. |
| • | Competitive rates, fees, and yields. |
| • | Convenient, accurate, and consistent access to accounts and services across all channels. |
| • | Security of personal financial data. |
| • | In short, a superior customer experience |
Microsoft and our partners help banks deliver a branded and consistent customer experience across all products and channels, which helps banks improve customer satisfaction and retention.
When customers walk into the branch, they expect the bank to know who they are—to understand their financial relationship, what services are appropriate for them, and have a complete and consistent view of all interaction with the customer—whether they speak with a call center representative, branch manager, or interact with the bank using the Internet, phone, ATM, or in person.
Customer Experience: Bank of Scotland
UK Bank Expects More Than £240bn of Business Through Innovative Corporate Internet Banking Service
“Today we've got a solution that enables customers to access in real-time any of their sterling, international, or credit card accounts.We additionally hold two years' back data on all their accounts, which for an Internet service is quite unusual. Normally most banks limit it to two or three months.” –David Ball, Head of Corporate Banking IT Strategy and Implementation, HBOS.
