Banks..please know your customer in real sense!

Ok so I had given out a positive experience with the same bank in this post. Though the experience that I will share now also cemented my belief that providing a perfect Customer experience is still a distant dream.

The brand takes a beating for me whenever I get a call from agent claiming she is calling from the same bank and whether I would be interested in a credit-card ????

Ok to give some benefit of doubt, we can assume that the nos. probably would have been obtained from a third party and also the telemarketing is outsourced with no actual data shared by the bank.

So if that is the case, then the bank is really not doing a good job. At least, if not integrating the systems, it can ask agents’ company to have a diligent check before making repeated calls on the same number. After all, for the customer it is a touch point with bank and hence can break the positive experience.

How proactive alerts can be a good customer retention strategy - my personal experience

In my first job way back in 2006, I was issued a complimentary credit-card by the 2^nd largest private bank in India as I opened a salary account with them.

I am still holding the upgraded credit-card with the same bank apart from few bad experiences with the bank’s different products and services.

The key reason is an experience that touched me during my initial days with the credit-card.

I had used the credit-card for consecutive transactions for airline tickets on the same day. Thereafter, I got a surprise call from the credit-card rep to verify whether I was the one who had done it. This kind of experience exceeded my expectations at that point of time.

Good web site is a first step for better online customer experience

I have an account with the largest private bank of India. I was exploring options related to Fixed deposits. At a given point, I wanted to go back to the previous content and I could not locate any link for it.

I had to start way back from the left side menu. this led to me postponing my research and next action for some time later. This made me think that a lack of simple feature like adding a link to previous page can actually result is less time spent and probably also has the potential to reduce the actual volume of transactions. No wonder, why there is some much focus on User experience :)