The experience economy demands more of your service strategy

Addison C. Hoover

Journal of Digital Banking, 2016, vol. 1, issue 2, 127-135

Abstract: Myriad providers have led the financial industry on a channel acquisition binge. While channel investments should be focused on growth, retention and wallet share, many financial institutions have been blinded into thinking channel access equates to true customer value. The danger? Institutions making enormous omni-channel investments are often delivering underdeveloped experiences that leave their customers disloyal and dissatisfied, ultimately exposing their business to competitive threats.

Keywords: customer experience design; channel transformation; omni-channel; banking innovation; services design; branch transformation (search for similar items in EconPapers)
JEL-codes: E5 G2 (search for similar items in EconPapers)
Date: 2016
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Persistent link: https://EconPapers.repec.org/RePEc:aza:jdb000:y:2016:v:1:i:2:p:127-135

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