By Gabe Walle
Banks have been stepping up their customer satisfaction game in recent years against the typical market forces at play. The pace of change has been head-spinning for an industry not well known for its swift response to customers.
Some of the more radical efforts have been experimental: bright colors in bank branches, internet cafes, creative customer giveaways (like the Middle East bank that gave away a new Bentley). Banks are forging new partnerships both inside and outside of the industry and fighting to keep pace with the technological developments in the face of changing customer base. Yet, at the core of all of this change is the ever-present financial regulator with an expanded role in demanding the delivery of satisfactory consumer complaint outcomes.
