"Quality customer experiences lead to high levels of satisfaction which in turn increases loyalty. High satisfaction and loyalty correlate with increased customer retention, revenue and profitable relationships. Companies with high satisfaction deliver significantly higher shareholder value than organizations with low satisfaction. Banks have long focused on channel specific issues and must broaden their perspective to improve experience across channels. Quality multi-channel experiences are the key to leveraging the investments banks have made in branches, contact centers, ATMs, IVRs, online banking and now mobile phones. The banks that succeed will improve overall customer satisfaction and that will deliver results to the bottom line and increase shareholder value."