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27 May 2012

Banking websites perform poorly on publishing customer service standards

A Price Perrott snapshot survey of major high street banking websites in the UK and New Zealand has revealed poor performance in publishing commitments to customer service standards.

A simple test was applied to the major high street banking websites in both the UK and New Zealand, determining the ease with which consumers are able to find out about their bank's commitment to customer service excellence.

Only three of ten global banks performed acceptably, with the remaining seven leaving internet based consumers in the dark as to the standards of service they can expect.

23 May 2012

Improving business performance requires a better customer experience

This might seem like a statement of the obvious for this inaugural blog posting, but apparently that opinion may not be shared by everyone.  Consequently, I thought I'd kick off discussions on this blog with an experience of what it's like to shop for travel insurance.

This is the 21st century. Business has now had a good couple of decades of experience in using the internet, contact centres and customer relationship management (CRM) technology to hone its service performance. Brand identities, strategies and commitments to customer care have been set and repeatedly communicated. Commitments to a customer vision and seamless world-class experience have been made, with mission statements written and distributed.

The integration of technology into blended, multi-channel environments makes it easier than ever before for a customer to shop around and find the most competitive deal as possible; quickly, easily and without too much effort. For all the millions of dollars (in any currency) invested in sales, marketing and service, the customer must surely find it simpler than ever before to hand over their hard earned money to an organisation - in return for great value products and excellence in customer service.

How does this situation match with an actual customer experience?  Consider a practical case study example from this afternoon, on a sunny autumn day in the southern hemisphere.