150 Results
Ketharaman Swaminathan Founder and CEO at GTM360 Marketing Solutions
In a previous blog post titled Gain Social Media And Lose The Call Center Hold Music, I’d written about how customer service via social media is a great experience for customers of airlines, banks, insurers, mobile network operators and other service providers. Let me now look at social media customer service from the perspective of service provid...
11 September 2012 /retail
According to many recent analyst reports, including the World Retail Banking Report 2012 co-authored by Cap Gemini and EFMA, customers are viewing the Internet - alongside the branch - as one of the two most important channels of retail banking worldwide. In this context, I find it odd that many banks and nonbanking financial service providers are...
20 August 2012 /payments
Over five years ago, I'd written a post titled Cheque Deposit Systems — Are They Really Worth It? During the next couple of years, I'd found this equipment to be down every other time that I'd visited the bank's branch to pay my credit card bill. My overall poor experience with this technology led me to conclude, in a follow up post titled Technol...
04 August 2012 /payments /retail
Irony is when My bank wants me to visit its branch to update my email. I wonder why I can't convey my new email address to my bank via Internet Banking or in a letter signed by me in 'wet ink'. Left with no choice, I visit the branch but find that it has moved. Despite 'friending' it on Facebook, I keep getting irrelevant offers from my bank on ...
04 June 2012 /retail
Electronic delivery of bills and statements promises to save stationery, printing and postage costs for banks, mobile network operators, municipalities / boroughs, utilities and other types of billers. Attracted by the cost savings potential, a large number of billers have adopted eBilling / eStatements technology in recent times. To actually real...
24 May 2012 /retail /wholesale
Around the end of 2009, my HP OfficeJet printer had broken down. I promptly logged a call with the local office of Hewlett Packard's service partner. After several futile attempts over the next three days to get its engineer to visit my office to inspect the defective unit, I gave up with the vendor's local office and decided to escalate my compla...
04 May 2012 /retail
For a long time, I've been hearing about how electronic bill presentment and payment (EBPP) solutions enable greater cross-selling and upselling by billers. For the uninitiated, EBPP, among other things, generates paperless versions of bills and statements and publishes them on portals or emails them as PDF attachments, or both; the term "bil...
18 April 2012 /payments /retail
In Part 1 of this blog post, I had lauded ICICI Bank for pushing the envelope on adopting cutting edge banking technologies by launching a Facebook App and Online Account Opening offering. In this Part 2, let me share the results of my personal experience with these initiatives and voice a few concerns around their implementation. After completing...
05 February 2012 /retail
Banks know that they can cut costs and enhance customer experience by adopting mobile, social media and other cutting edge technologies. However, most of them drag their feet on innovation, often citing security concerns, regulatory constraints, and so on. For example, statutory KYC requirements precluding banks from introducing 100% online and au...
30 January 2012 /retail
In the past, I’ve given several reasons to explain my preference for printed bills and statements (hyperlink to personal blog post not included). When I received the following SMS recently, I began wondering if there was a more deep-rooted and fundamental reason behind my aversion for e-bills and e-statements. "Your password is a combination...
04 January 2012 /retail
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