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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 <rayateyeconomy [dot] com>
To: uk-netmarketing from chinwag <uk-netmarketingatlists [dot] chinwag [dot] com>
Sent: Monday, January 29, 2001 9:28 AM
Subject: [uk-netmarketing] Re: UKNM: Online banks

> Tony Bowden <tonyatblackstar [dot] co [dot] uk> said:
> > 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
> provide poor service but get away from it, because everyone expects no
> better. Put it online and you multiply the problem because (1)
> 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]

  Re: [uk-netmarketing] Re: UKNM: Online b, mike rich

  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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