There are two problems with the current state of online/mobile login: It's too hard for customers to log in to their own accounts, especially using mobile keyboards Yet, it's too easy for crooks to log in to other people's accounts
Since the dawn of online banking, the industry has struggled to balance user experience with security. And tiny mobile keyboards make the login experience even more frustrating.
Citigroup has made a number of recent moves to take advantage of the popularity and utility of tablets, and this week expanded further into the channel by adding a new Kindle Fire app. The app will use the Kindle Fire's seven-inch, full-color screen to offer financial services such as balance inquiries, bill pay, funds transfer and access to rewards, making Citi an early adopter of Kindle for financial services use.
It’s official. In multiple respected customer experience research reports that cover the airline industry, the results are in. Despite the numerous attempts by CEO Jeff Smisek to gloss over the issue with increasingly slicked up, feel good, on board welcome ads, Continental’s customer satisfaction numbers have reached the abyss of United’s.
To know what the future of online banking looks like, it’s probably worth looking at the present – online banking isn’t new. I’ve been banking online for ten years now, and I was hardly an early adopter.
When you think of online banking, you probably think about a computer (either a desktop or laptop), a three or four step security process and then an interface that lets you view the balance of your various bank accounts and credit cards, whilst permitting you to transfer money and pay bills. And you’re not wrong either.
But the broader definition of online banking should really be any platform that lets you move or otherwise manage your financial affairs digitally.
Consumer irritation with fees, coupled with poor service and unmet expectations, has fueled increases in defection rates among customers of large, regional and midsize banks, according to the J.D. Power & Associates 2012 U.S. Bank Customer Switching and Acquisition Study.
While NPS uses just one question (likelihood to recommend) to segment customers, the Apostle Model uses two: overall satisfaction and likelihood to repurchase. It's important to look at customers using this two-dimensional approach: using just one or the other doesn't give you the full picture. Just because you are satisfied doesn't mean you are loyal, and vice versa.
As U.S. banking consumers continue to embrace mobile technology -- and specifically, the widespread adoption of smartphones -- the use of mobile banking services is expected to approach 50% by 2016 versus 15% today
My first reaction was panic. You know how it goes. First I heard about Pinterest. Then I heard that it grew 429% from September to December 2011. And I thought, Oh, my god, the future is preparing to leave without me...again.
As antithetical as it may seem in a hyper-digital word, experience--how we interact in the physical world--is the biggest buzzword in marketing today. Here's how smart companies are considering customer experience when they look to the future.
Companies put in lots of Market Research efforts to nail down the needs, wants, wishes and whims of the elusive consumers. But, how reliable are the results? Are there logical – or illogical – reasons why consumers sometimes say one thing and still do the other?
A lengthy discussion yesterday about retail distribution channels for banks. The debate began with whether a traditional bank could succeed in launching new channels against clean sheet start-ups. The answer, imho, is no.