Customising the transaction banking experience

Thank you Susan for your crystal clear words, with generous advice! To those of us working for American based banks, there are some strategic messages in here in addition to the great tactical advice, and they both relate to how the US is actively encouraging our customers to migrate to the web channels.  One is that we better make our web offerings engaging and customized or we will lose our connection to them. Second is that because we're doing such a good job moving them over, major foreign banks are waiting in the wings to pounce on our newly disconnected customers.