Today’s customer is used to the completely digital experience delivered by businesses like Google and Amazon, which offer convenient end to end purchasing in real time, accessible from anywhere, at any time. They’ve come to expect the same experience from banking services and products as well.
So, when banks require new customers to download forms to print, sign, and fax, or be in contact with a service representative multiple times, or come into a physical branch, it’s no wonder customers look elsewhere for an easier solution or simply forfeit that service.