Meeting Customer Needs Online

I saw this article - U.S. Banks Not Meeting Customer Needs Online, According to Brulant Study - and it made me think about previous posts on the blog that might help some of these banks do exactly that - meet (or exceed) their customer needs online. First, they should think of their home page as a decision and not a page so that they can generate a personalized page for every customer. They should focus on growth decisions and deliver more (and better) self-service. This means becoming more customer-centric (which means being decision-centric) and using EDM to build the bank of the future.

I also wrote about using EDM to respond to Tower Group's trends in financial services.

Technorati Tags: banking, customer experience, Customer Service, customer-centric, decision-centric, EDM, enterprise decision management, personalization