Check this headline in Banknet 360, Banks Get Low Marks for Emotional Support.

I have seen this same recurring theme reported by one blog after the other. Banks have all the customer data, but what are they doing with it?

Personalized, customized service, nice try!

I suspect that banks do not even know what kind of treatment they want to provide their customers. Banks cannot hope to differentiate themselves only on their product lines any longer.

Quality of Service rendered will start hitting banks if they do not wake up.

Whether the point of contact with a Customer is a Customer Service Rep, the Website or a call center agent, banks MUST be able to deliver a Service that makes the customer feel that the bank cares about them, that the bank understand them personally.

How often have you heard of such a customer experience?

Banks must deploy a humane Customer Service Delivery model that is driven by an intelligent Decision making Service. This Decision making Service must be driven by a set of business rules that the banks MUST derive out of the relationship history that they have with “A Customer”.

Banks MUST wake up to the reality of the hour. If they do not shape up, they might as well have to ship out!