Guess What? Customers are grumpy!

There's an article out today citing a new study that indicates that "A rise in fees has led to growing dissatisfaction with retail banks." Great strategy...make it tough on customers when they are going through tough times and bet that they'll stick around down the road.

We need to see the world through their customer's eyes. All we have to do is to think about our own lives. Who do we stick with, the friend who's with us in good times and bad, or someone who manages to disappear when things get a bit tough?

Customer experience is a mirror of human experience. What applies to individual relationships applies as well to commercial relationships. Now is the time for banks to build strategies that show their customers that they have their best interests in mind, not the CFO's.