A framework for future growth. Few banks will admit to wanting or offering substandard customer service, but perhaps they should raise their standards to increase the success rate of their Internet banking programs. Michelle contends that if customer service fails or customers fail to transact business online, they will not be open to using online bill presentment and portals. Remove barriers, Michelle says. Michelle also suggests that banks use relationship-based pricing, established by either fees or balances.
Internet banking leads into electronic bill presentment.
She believes that e-billing needs a national infrastructure, much like that of the U.S. Postal Service, before it can gain truly widespread use. E-billing is a boon to banks, but also a threat, in that more companies will target and communicate with bank customers, and customers will have much to view online including bank competition. Regardless of its current status, though, Michelle says that e-billing is important. It s one more piece in the relationship puzzle that you want to control, she says. Educate Staff Michelle tells banks to educate staffs about their Internet banking and e-billing programs, and encourage them to sign up for the services themselves.