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Easy is not enough: Meeting consumer expectations in the digital age

Author

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  • Liddell, Scott

Abstract

To fully understand consumer expectation of the digital age, it is necessary to return to first principles and consider the base psychology of humans where it pertains to effort and time. The time-poor generation of today expects to expend no effort on anything but high-value transactions. To meet these expectations, digital banks must use advanced data capabilities to drive personalised and, ultimately, high-value, negative-effort propositions while balancing the ethical use of data.

Suggested Citation

  • Liddell, Scott, 2018. "Easy is not enough: Meeting consumer expectations in the digital age," Journal of Digital Banking, Henry Stewart Publications, vol. 3(1), pages 33-38, August.
    • Handle: RePEc:aza:jdb000:y:2018:v:3:i:1:p:33-38
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    More about this item

    Keywords

    digital; expectation; time; value; data; analytics; insight;
    All these keywords.

    JEL classification:

    • G2 - Financial Economics - - Financial Institutions and Services
    • E5 - Macroeconomics and Monetary Economics - - Monetary Policy, Central Banking, and the Supply of Money and Credit

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