At certain banks, the senior executives really understand how important the online experience is overall for driving business. But you see differences in senior executives whose priority is on Web site service levels versus customer experience.

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Keynote measures the customer experience because ultimately all business success is driven by the customer experience. Our studies have consistently shown a strong correlation between a positive online experience and increases in brand equity and customer acquisition and retention.

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Bank of America is trying to move people to the idea of paperless statements. In a parallel study, we asked consumers if they received paper statements, and the majority that said 'no' were Bank of America customers.

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