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They want to make the customer spend more, borrow more, pay lower interest and most customers were unsatisfied and “very critical” of their banks. They have not updated their methods of banking to a new more modern way of banking.
Arkadi Kuhlmann, founder of IHG was very clear about his goals for IHG “There is no such business that can’t be reenergized”. With this in mind he planed to get customers to save more, give them better value with higher interest rates, deal direct via new technologies and create satisfied customers with no minimum balances, no fees and no service charges.
Reference:
ING Direct...
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