The Good Old Days of Bank Blitz Selling
In 1977, Citibank blitzed pre-approved credit cards to 20 million Americans. Easy way to make sales targets eh? In 1978, an article in The Times appeared, condemning Citi for its campaign “Indeed, many bankers are predicting that the nation’s second largest bank will lose its shirt in trying to create a national network of credit cardholders.” In 2020, CitiGroup have the largest amount of credit card clients in the world.
How a Blizzard Proved Banking Heretics Right, and How It’s Happening Again
The year is 2020 (‘huzzah’ I hear you cry, and maybe not a delighted cry), and we take ATMs for granted, in fact, many countries are moving to a cashless society where Apple Pay and the good old-fashioned chip and pin card is relied on heavily. (And to the three people who still believe in Cryptocurrency, you’ll have your time to shine I’m sure). However, there was a time where ATMs were not accepted and went through a similar journey as online banking and mobile banking (which almost 40% of the population still does not trust completely).
What is Co-Browsing and why Banks should care
3% increase in average revenue achieved per call (-1.5% without Co-Browsing) 17% increase on annual revenue growth (10% without Co-Browsing) 5% increase in agent utilisation (compared to -0.2%) 80% increase in First Call Resolution 7% reduction in Churn Those were the results of a study on Co-Browsing commissioned by Aberdeen Group together with our Clients results. Yet, Co-Browsing is often overlooked in Customer Services where Live Chat is often selected as the only way to communicate with customers online.
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