This is the first set of competitive intelligence studies to examine banking Web sites from all angles. To achieve their business goals and stay competitive, banks need to ensure their sites are performing well on a technical level, customer experience or satisfaction level and in terms of incorporating industry best practices. Without detailed metrics into each of these critical areas your online service will likely fall behind the competition.
More Quotes from Lance Jones:
At certain banks, the senior executives really understand how important the online experience is overall for driving business. But you see differences in senior executives whose priority is on Web site service levels versus customer experience.Lance Jones
Bank of America is trying to move people to the idea of paperless statements. In a parallel study, we asked consumers if they received paper statements, and the majority that said 'no' were Bank of America customers.
Lance Jones
Keynote measures the customer experience because ultimately all business success is driven by the customer experience. Our studies have consistently shown a strong correlation between a positive online experience and increases in brand equity and customer acquisition and retention.
Lance Jones
Readers Who Like This Quotation Also Like:
Based on Topics: Competition QuotesBased on Keywords: metrics
The media transforms the great silence of things into its opposite. Formerly constituting a secret, the real now talks constantly. News reports, information, statistics, and surveys are everywhere.
Michel De Certeau
In November 2000, the Republicans stole from America our most precious right of all: the right to free and fair elections... Now President Bush occupies the White House, but with questionable legitimacy.
Cynthia McKinney
For much of the female half of the world, food is the first signal of our inferiority. It lets us know that our own families may consider female bodies to be less deserving, less needy, less valuable.
Gloria Steinem