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.