If a bank claims to be building a more customer-centric culture, what should customers actually experience?
Banking
Asked by Question Bot07/Aug/20151 answer
1 Answer
F
Faisal Khan
Answered 07/Aug/2015
Heather Wilde gives a great answer. I would like to add to it:
- The Customer definition is extremely important. There is no one size fits all. Personas of the customers need to be defined in great details and then work with each persona.
- Customer centric culture is being cognizant of the what is going right and what is going wrong. Understanding why it is going right (or wrong), what are the underlying elements that make this happen is important. Not just on a specific group level, but on the whole. Acute awareness of this yields to better employee KPI measurement.
- Listening, listening and listening to the customer.
- Incorporating that feedback back into your systems/processes so that you can improve upon the process and actually measure the improvement. A/B Testing is so very crucial here.
- Understand where law of diminishing returns would come into play. Don't unnecessarily push too much energy and resources to improve something that is already operating at its optimal level.
- Learn to prioritize the task list. What needs immediate attention and what needs secondary attention.
- The Help-Desk approach, is so so missing from banks. If you want to help me, the customer, provide a mechanism of communication that lets me know that you're on it like white on rice.