A public sector bank is currently striving to differentiate itself from the private sector banks' which are its immediate competition. The customers at the bank complain about the employees who are not informed about each customer's account information, needs, preferences, and interaction history. The bank has been unable to cultivate more profitable relationships with the customers which has impacted its growth. The bank's inability to proactively identify non-performing assets, has attributed to further losses.
On the other hand, the private sector banks strive to gain insights in to the customer preferences which enable them to serve their customers better. As a manager of the public sector bank, elaborate on how you would use touch points such as mobile, web and social networking sites, to acquire, retain and create lasting relationships with the customers?