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I recently read a blog post which said that ATMs would now be irrelevant! I could not disagree with it more!

For many of us, the ATM has become the true face of our bank. We hardly walk into our branch but we often use the ATM. Colin Henderson has this very interesting post which centers on the reality that with each transaction, a consumer is making a decision about their banking service.

“What has really happened is that the product experience has transferred from the old view of product, the bank account, to the new view, which is the experience. The experience occurs at the ATM, the POS terminal, the online banking session, the i-phone app (oops you haven’t got that!). The customer experience is in the use of the account, not in the interest rate. That rate stuff is relegated to another mind space that is related to return and investment quality. That other mind space is critical, but not at the point of transactional experience.”

Read more about this article on the following blog:
http://blog.cequitysolutions.com/Customer-Management-blog/bid/10264...

Views: 43

Tags: ATM, Banking, Cards, Channel, Cross-sell, Customer, Debit, E-banking, POS, Service, More…analysis, experience, service, strategy

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