"There 's got to be more to life than fighting for fishheads." Jonathan Livingston Seagull
Thursday, August 20, 2015
Future of Banking & Role of Customer Experience
Prime Minister Narendra Mode announced the opening of 170 mn account opening during last less than 12 months under Jan Dhan Yojana. Additionally, he also asked bankers to finance start-ups. Indian banks, especially public sector banks are struggling with customer service. Imagine the additional customer load and service expectations.
About a year back I had blogged Everyone Else but Customers, wherein I had stated banks are for customers, but bank boards have nominees from all other stakeholders like RBI, Govt, Employees, Officers & Shareholders but no customer nominees. In the absence of customer nominees who will advocate customers cause?