CUSTOMER EXPERIENCE AND PROPOSITION
Customers obtain new rights to information and redress. Customers are entitled to transparency of pricing and are expecting lower pricing. Customers are expecting to have a choice of providers and to be able to access and use them equally easily.
Apart from delivering on what is mandated, how should banks manage expectations, delivery and after-sales?
The new Schemes establish a baseline that is common to all banks, and the way the Schemes are designed and managed foresees an advancing baseline - to meet the needs of banking communities and customers. Pricing is regulated. The minimum - quite high - standards of customer-care are defined in PSD.
So what is the customer proposition that is differentiated and adds value compared to what everyone else can offer?
