tailieunhanh - Customer Experience-led Approach to Transformation

If you are already behind with your mortgage repayments or feel you may shortly have difficulties meeting your mortgage repayments, it is very important that you contact your lender as soon as possible to discuss your situation. Discussing your mortgage repayment problems as early as possible will help in reaching a solution. Any delay in contacting your lender may result in your mortgage arrears situation becoming worse than it would have been otherwise. Your lender has procedures in place to deal with your case and find an appropriate solution for your circumstances under the. | PERSPECTIVE Customer Experience-led Approach to Transformation FIFinacle Win in the flat world Infosys Banks worldwide are facing a crisis of confidence. According to a nationally representative survey in the US less than half the customers had confidence in the financial security of banks - not a faith-inspiring number when you consider the fact that this survey was conducted a week before the Lehman Brothers filed for bankruptcy. The sub-prime fiasco Madoff scandal and subsequent market downslide have destroyed customer faith and trust in financial institutions. They are worried about their savings and investments and will not think twice about pulling out their money from banks if they fear its safety is at risk. Unfortunately for banks this erosion of faith has come at a time when customers have also become more demanding. They expect outstanding service customized products and anytime-anywhere access to their money and real time alerts on their investments and transactions across channels. Their loyalty is directly proportionate to how well banks perform on these factors. Any sign that banks are slacking and customers will simply turn to an alternate bank they perceive as better equipped to deliver. Therefore customers play a major part in a bank s success or failure. As simple as the logic Keep them happy and survive. Make them unhappy and perish may seem in practical terms this is not as easily achieved. How do banks anticipate customer needs and respond to them How do they retain old customers while seeking new ones And that too at a time when their margins are stretched and the very foundations of trust have been shattered However very few banks are in a position to keep their customers satisfied on all count. For other struggling banks it is because while the banking business has changed dramatically banks have not adapted their IT systems and software to keep pace with this change. A 2008 survey by a consulting firm points out that almost all top retail