Never mind, I'll do it myself

At some point, it seems customers decided it was easier to do it themselves than deal with a human being

Connecting strong face-to-face service with online and mobile technology is one of the major challenges facing banks today, says Kiwibank chief Paul Brock (Kiwibank's straight shooter ). Regardless of the channel customers choose, they're looking for problems to be solved and assistance in reaching their goals, Brock says.

Looking at the recent multi-million dollar refreshes of branches by banks including Citi and the Commonwealth Bank, it's clear some bankers think customers would often prefer to solve their own problems. New-look branches are heavy on self-service technology. The difference is, while in the past self-service technology was offered in a bid to reduce costs, now it's more likely to be offered because it's what customers prefer. At some point, it seems customers decided it was easier to do it themselves than deal with a human being...

March April 2011

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