We've taken self-service to the extreme. It's nearly impossible to talk to a real person with an airline. Customers get lost in our telephone response systems. You have to fine tune your electronic interactions to be able to intercede with a human when clients have reached their frustration level. The key is to know what market you are in and what you want to be in that market.
Big banks are all about market share.
Small banks know their market and what they want to deliver to it. NetSolutions is a new division of Grant Thornton that is focused on e-commerce solutions for financial institutions and other businesses. They help banks focus on their e-commerce strategy, determine how to get there, help identify the kinds of technologies you need to install, define your database, and select and implement your analytics. P.O. Box 708, Lake George, NY 12845.