With the current credit crunch and credability bankrupcy of the financial world it may be good to look at similar trents and look at the it credibility at the long run.
Having all the employees of a company booking their own trips and paying for them in advance is like borrowing too. When an advance payment is done the money is direct payed back, but with doing the own bookings of trips and courses etc the company is borrowing time of the employees.
The same is true for the customers of a bank do all the work in managing their account. Before there was service and know there is self service. Self serving self service is actually serving the service deliverer.
How is this borrowing? Before, the company by giving good service would earn credit with customer and the credit build up loyality. With self service that gradually goes away, especially when it is badly implemented. (Please press button 1 for the menue)
Loyalties that were easy to build with service will go by horse and can only be buildup again by food. Customers will quickly choose the provider that gives the most benefits against the least amount of hassle.
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