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Abstract
Retail banking sector is a backbone for India’s economic growth and development. Retail banking helps the Indian banking industry by providing wide range of innovative services which saves the customer time and efforts which the customer may have to give if he physically approaches the bank for the same service. With the introduction of “PradhanMantriJandhanYojana” a wide bracket of Indian population is now cater by the retail banking services provides. But this on one hand gives the opportunity to the retail bankers; it results in threat too, in the form of increased completion and changing needs of customers. It becomes very difficult for the bankers to retain the customers for a long period of time. The present research explores the new insight on customer experience. The research explores how the first interaction of the customers with the banks services can be converted into positive memorable experience.