In some industries such as retail banking, offering more channels has
A) decreased customer value.
B) increased the cost to serve the customer.
C) decreased channel conflict.
D) increased customer dissatisfaction.
E) decreased the number of transactions.

Question

Quizplus · Accepted Answer

Offering more channels has increased the cost to serve the customer, as it requires investments in infrastructure and systems to support the different channels.

In Some Industries Such as Retail Banking, Offering More Channels