I’ve been involved in quite a few conversations recently about the challenge of migrating customers. Not migrant customers, but migrating customers towards new channels.
The fact is that people don’t like change and no matter how much you push new fangled ideas, if the customer doesn’t like it then they don’t like it.
Having said that, many will expect it of you, even if they don’t like it. For example, I might not use mobile banking but I expect you to offer me mobile banking, just to show you’re a decent bank and keeping up with change.
What is really interesting in this process is that it is not always the consumer that is the problem here, but the companies that service consumers.
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