Technology affects nearly every aspect of our lives. Almost everyone has shopped online, found entertainment online, even dated online – shouldn’t the banking industry also be digital? As consumers we expect everything to be available digitally, providing on-the-go access to fit our busy lives. This digital shift is pressuring even slower-moving industries like banking to accommodate.
Customer satisfaction is a drastically different game than it was a few years ago. Today, consumers expect companies we interact with to provide us a consistent, relevant experience when we shop and to remember our preferences. As consumers ourselves, how many of us have been pestered by retail clerks to open a line of credit with a company every time we shop there? As if being asked more times will cause us to change our minds, when in fact the opposite is probably occurring - the more times we’re asked, the more frustrated we become.