Blade Watch

http://www.finextra.com/news/fullstory.aspx?newsitemid=21129

Co-op and Nationwide outshine rivals online – research

The Co-operative Bank and Nationwide outperformed rival UK banking Websites in an accessibility study conducted by Keynote Research.

Increasingly the way you interact with your customers, online, in person and over the phone is going to be a differentiator as much as your prices, your interest rates for example.  The end user experience therefore whether it’s performance, security or user interaction can be the difference between profit and not, I wonder though if we could not utilize these technologies more to change not only the way we provide our core services, but how we manage the customer experience level the opportunities – could we not be using communication to see what it is the customer wants and how we as an organization can deliver that, or explain why our alternative might meet their expectations.

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