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Web-Based Banking? It’s a Virtual No-Brainer
Author: Bill Cusick
September 9, 2004
I have several accounts at my current bank - personal checking and savings, commercial checking, money market, credit line, blah, blah. And, while I still enjoy strolling into the lobby (it’s only a block from my office) to deposit a nice, juicy check, the reality of my experience now is 10% personal interactions, and 90% website.
Whether I’m checking balances, transfering funds, making electronic payments, etc. it’s happening in the virtual world. And I’m not alone. Over 20% of us now use e-pay-type services with our banks, and 34% of banks offer the service, with more on the way. What I find fascinating is - given that this has become part of the baseline customer service we are growing to expect - how many banks are not yet providing web-based banking. Also, of those who are, there is the same problem that so often crops up in other aspects of customer service: doing it poorly can be more damaging than not doing it at all.
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