egyii blog

Banks just don’t get customer experience. Why?

  Hotels get it.

  Umpqua Bank in Oregon, USA gets it. But only partially…

Bank clients clearly are not happy. Banks continue to operate in the same manner.

So what are they missing?

The true client relationship. A genuine, authentic interface. Bankers are too busy pushing products, too pre-occupied with short term bank and personal results. They are too focused on the bank and the bank’s operations.

CRM, processes and the bank’s physical environment all help- but they don’t go far enough.

Hoteliers focus on the client - not the company.

That is the difference.

I spoke with the head of Customer Experience at one of the major Singapore banks the other day and she said that the banks’ staff ARE too focused on THE BANK. They are are tied up with too many regulations, compliance, rules, Etc.

Banks need to start focusing more on the personal side of the client, the relationship (the real experience),  to really add value and capture the audience.

Customer focus. Customer value. Customer Experience.

Trip Allen, Team Egyii, Singapore.

Tags: Banking, Customer Experience, People Skills, Relationship Management

This entry was posted on Thursday, June 25th, 2009 at 10:33 am and is filed under Customer Experience, Relationship Management. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.