A lot has been written about loyalty when business comes to mind. I have always contented that if you want loyalty get the most loyal animal on the planet : A dog. Your bank manager is not a dog therefor he will not be loyal to you. Easy British logic, isn’t it ? If one and one is two then one and three is not two. Simple, hey ?
Sorry mister bankers I am picking on you again but you are unfortunately not keeping up with the times. Customer expectations are increasing exponentially. They will not tolerate anything less than Amazing !
Competitors are trying their utmost best to constantly raise customer expectations .
Banks are inwardly focussed and cost cutting is everywhere. Barclays just decided to get rid onf inhouse financial advisors because the bank got fined a huge amount of money for giving the wrong advice. So ? Just get rid of the advisors and cut down on service levels. Good solution !
They are living in a fools paradise. If I was in banking I would now cultivate this move to my advantage.
We often make the mistake of accepting that consistency and excellence are one and the same concept. You can be consistant in your bad service and this has nothing to do with excellence, unless you can claim that you are actually excellent in delivering consistently bad service.
Consistency at least (probably) might meet customer expectations. But it does not leave room for the extra mile or Amazement Why would you want to go the extra mile when your customer is happy with your consistency ? Think again ! The decade of the customer is upon you Mr Business man. Unless you find that special sparkle to lighten up your service you might shortly find that your receptionist might say to you : Sir there is someone out here that says he is a customer, what do we do with him..........?
Sorry mister bankers I am picking on you again but you are unfortunately not keeping up with the times. Customer expectations are increasing exponentially. They will not tolerate anything less than Amazing !
Competitors are trying their utmost best to constantly raise customer expectations .
Banks are inwardly focussed and cost cutting is everywhere. Barclays just decided to get rid onf inhouse financial advisors because the bank got fined a huge amount of money for giving the wrong advice. So ? Just get rid of the advisors and cut down on service levels. Good solution !
They are living in a fools paradise. If I was in banking I would now cultivate this move to my advantage.
We often make the mistake of accepting that consistency and excellence are one and the same concept. You can be consistant in your bad service and this has nothing to do with excellence, unless you can claim that you are actually excellent in delivering consistently bad service.
Consistency at least (probably) might meet customer expectations. But it does not leave room for the extra mile or Amazement Why would you want to go the extra mile when your customer is happy with your consistency ? Think again ! The decade of the customer is upon you Mr Business man. Unless you find that special sparkle to lighten up your service you might shortly find that your receptionist might say to you : Sir there is someone out here that says he is a customer, what do we do with him..........?
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