AB+F Australian Banking & Finance
Published; 28 September 2011
At a forum yesterday, a panel of local and international financial services executives explored the question: “The customer experience: has the customer been forgotten?”
Attendees heard that Australian financial services organisations still have a lot to learn about intelligent use of social media but ignore it at their peril; that the customer experience should be addressed at director and board level – but too often is not; and that organisations seeking long
term success should be looking beyond short term efficiency measures and sales figures to the more sustainable gains derived from a loyal and growing customer base.
A recurring theme was the disconnect between word and deed when it comes to looking after customers’ interests and the lack of genuine customer focus among many organisations – with banks being clearly on that list.
ABF online Industry warned to meet customers' expectations 2011 (pdf)