High-Touch Service Endears Banks to Clients
Posted By emmabalay
Date: April 29th, 2008
Category: Banking Industry News, Washington Mutual
The banking industry is a very competitive and modern one. Over the years, banks have invested in technology to improve their products and services. They also have their own ways of courting clients.
In the United States, many banks use the so-called high-touch service to strengthen clients’ loyalty and even lure clients from other banks. In fact, Bankrate.com reports that banks such as Washington Mutual (WaMu) are treating their branches as “stores” by providing customer-centric banking. “While other banks were directing customers out to the ATMs and debating ‘clicks versus bricks,’ we stuck with bricks and developed a retail concept that meets customers’ needs in a friendly, less intimidating, more personal way,” stressed WaMu retail banking vice president Diana McSweeney.
This innovation in most banks in the United States is a testament to their commitment to provide quality banking products and services to their clients. If this continues, more clients will be satisfied and the vibrancy of the banking industry will be sustained. I think this is all possible amid the political noise and the slowing U.S. economy.
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