uk-netmarketing Archive
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Subject: | Re: [uk-netmarketing] Re: UKNM: Online banks |
From: | Andrew Smith |
Date: | Mon, 29 Jan 2001 14:56:25 -0000 |
I seem to remember when First Direct orginally set up they recruited
customer service people who had absolutely no experience of retail banking -
on the basis that those that did have prior banking experience had
absolutely no idea about customer service....... plus ca change, etc.
----- Original Message -----
From: Ray Taylor <ray

To: uk-netmarketing from chinwag <uk-netmarketing

Sent: Monday, January 29, 2001 9:28 AM
Subject: [uk-netmarketing] Re: UKNM: Online banks
> Tony Bowden <tony

>
> > Egg are one of the most incompetent companies I have *EVER* had to
> > deal with.
>
> The problem with "online" banks is precisely the same as the problem with
> "telephone" banks.
>
> Banking is a service. Service, being the key, not the technology. Most
banks
> provide poor service but get away from it, because everyone expects no
> better. Put it online and you multiply the problem because (1)
expectations
> are high and (2) moving the delivery to a new mechanism is done at the
> expense of service.
>
> A bank may buy a telephone, but this does not make it a telephone bank. A
> bank may buy a web site, but this does not make it an "online" bank.
[Sam says: msg chopped]
Replies
Re: [uk-netmarketing] Re: UKNM: Online b, mike rich
Replies
UKNM: Online banks, darren
Re: [uk-netmarketing] UKNM: Online banks, Tony Bowden
Re: [uk-netmarketing] Re: UKNM: Online b, Ray Taylor
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