Mercator Advisory Group Launches Customer-Centric Delivery Channels Advisory Service
New service focused on improving the customer experience across the array of bank delivery channels including Internet, mobile, contact center, branch and ATM.
Boston, MA (PRWEB) November 3, 2009 -- Companies can now turn to Mercator Advisory Group to better understand and respond to the complex interactions between customers and banks through its new Customer-Centric Delivery Channels Advisory Service (CCDC). The practice analyzes the interconnected roles delivery channels, marketing, operations and technology play in improving customer experience.
Generational shifts, changing payment patterns and emerging delivery channels such as mobile are fundamentally changing how people consume financial services products. In order to adapt and create value for its retail customer base, banks must understand and implement a comprehensive strategy that incorporates existing and emerging technology.
“Over the past year, our industry has been characterized by defensive strategies to manage risk and increase capital,” said Robert Misasi, president of Mercator Advisory Group. “As economic conditions improve, banks are looking to expand their customer base, increase existing customer deposits and attract profitable lending and payments revenues. Improving the customer experience at every point-of-contact will be crucial to their success.”
Customer-Centric Delivery Channel Advisory Service will provide insight and actionable advice on how competitive advantage is impacted by three key trends; changes in customer demographics and behavior; rapidly evolving channel technologies and usage patterns; and the electronification of retail payments.
This service will:
| | - Offer a detailed analysis of bank customer segmentation, product needs, selection drivers and retention challenges and how these are reflected in touch point strategies to improve customer experience.
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| | - Provide in depth coverage Internet, Contact Center and Mobile channels where transaction volumes are increasing significantly, while tracking innovations in the more mature branch and ATM channels that must adopt new strategies in the face of declining transaction volumes.
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| | - Investigate the multi-channel integration issues facing retail banks searching for ways to coordinate customer experience across a diverse range of mature and fast changing delivery channel technologies and product specific channel applications.
- Focus on how to leverage delivery channels to acquire and service specific products, including core and rate sensitive deposits, payments, wealth management services, consumer credit and residential real estate lending.
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The CCDC service will be spearheaded by Bob Landry, vice president, banking group advisory services, Mercator Advisory Group. Landry brings over 30 years of experience in financial services including over 11 years at TowerGroup where he held a variety of bank research and advisory positions including chief research officer.
“We contextualize consumers and their technology choices within the industry’s need to increase revenues, regain consumer trust and deliver superior returns to shareholders while complying with an ever changing array of regulatory requirements,” said Bob Landry, vice president, banking group advisory services, Mercator Advisory Group. “The institution’s brand must be present and consistent in every delivery channel whether it be an iPhone app or the branch around the corner. Our collective experience and in-depth understanding of this dynamic is what sets us apart.”
Additional information about Mercator Advisory Customer-Centric Delivery Channels Advisory Service (CCDC) can be found at mercatoradvisorygroup.com
About Mercator Advisory Group
Mercator Advisory Group is the leading, independent research and advisory services firm exclusively focused on the payments and banking industries. We deliver pragmatic and timely research and advice designed to help our clients uncover the most lucrative opportunities to maximize revenue growth and contain costs. Our clients range from the world's largest payment issuers, acquirers, processors, merchants and associations to leading technology providers and investors.
Please visit us online at www.mercatoradvisorygroup.com.
For more information and media inquiries, please call Mercator Advisory Group's main line: (781) 419-1700 or send E-mail to info(at)mercatoradvisorygroup.com.
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