Comments on: Customer Experience and Trust in Banking: The Links in Loyalty http://www.egyii.com/blog/2009/08/14/customer-experience-and-trust-in-banking-the-links-in-loyalty/ Egyii Blog Fri, 16 Jul 2010 13:52:02 +0800 http://wordpress.org/?v=2.8.2 hourly 1 By: WouterI http://www.egyii.com/blog/2009/08/14/customer-experience-and-trust-in-banking-the-links-in-loyalty/comment-page-1/#comment-714 WouterI Wed, 19 Aug 2009 13:48:38 +0000 http://www.egyii.com/blog/?p=1402#comment-714 An interesting component of trust that came up in a conversation I had with a Private Bank the other day was the trust created by NOT doing anything. Clients want to be reassured that their interests are taken care of. Yes, this requires excellent performance a) at the front-line and b) at moments of truth. Also, research we have done into restoring trust in the sector has shown that banks would do well to: avoid mass media, and make communication close and personal. The motto being "Be good, don't tell it". But this does not necessarily mean that clients want banks to be pro-active and e.g. have a meeting with clients every month to be reassured. Think of how the public relies on the Fire Brigade to show up if their house is on fire. This trust is not created by the Fire Brigade having meetings with every home owner on a regular basis. Simply communicating every now and then that you are looking after their interests and have found no reason to do anything can also be very reassuring and can build trust. An interesting component of trust that came up in a conversation I had with a Private Bank the other day was the trust created by NOT doing anything.
Clients want to be reassured that their interests are taken care of.

Yes, this requires excellent performance a) at the front-line and b) at moments of truth. Also, research we have done into restoring trust in the sector has shown that banks would do well to: avoid mass media, and make communication close and personal. The motto being “Be good, don’t tell it”.

But this does not necessarily mean that clients want banks to be pro-active and e.g. have a meeting with clients every month to be reassured.

Think of how the public relies on the Fire Brigade to show up if their house is on fire. This trust is not created by the Fire Brigade having meetings with every home owner on a regular basis. Simply communicating every now and then that you are looking after their interests and have found no reason to do anything can also be very reassuring and can build trust.

]]> By: BarbaraAHughes http://www.egyii.com/blog/2009/08/14/customer-experience-and-trust-in-banking-the-links-in-loyalty/comment-page-1/#comment-709 BarbaraAHughes Fri, 14 Aug 2009 12:52:36 +0000 http://www.egyii.com/blog/?p=1402#comment-709 Had to RT this posting. It's HARD to design the appropriate customer experience but this example shows that not only can it be done but that it is an imperative these days. Thanks for not giving us a "one size fits all" description. Had to RT this posting. It’s HARD to design the appropriate customer experience but this example shows that not only can it be done but that it is an imperative these days. Thanks for not giving us a “one size fits all” description.

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