Getting enterprises and customers on the same planet
Satish Menon, former global head of digital strategy, ANZ, discusses bridging the link between customer and bank. April 15, 2014 | Satish MenonHere’s a look at John Tan and a day in his life. Actually, it’s more like a life in a day! John awakes in the morning to some fine tea and the eNewspaper on his iPad. He then commutes to work via the train on the way having a chat with his childhood friend in the US. He shares some jokes on WhatsApp and answers overnight work emails through his phone. Work keeps him busy through most of the morning when he remembers that the Ukraine crisis might impact his stock portfolio. Surely his relationship manager Shirley would know more? He gives her a quick call but catches her voice mail. What a pity! Its lunchtime and a little bird in his mind reminds him of his wedding anniversary tomorrow. A dash into Tiffany’s, seven minutes and 800 dollars later, he walks out with what he thinks Jenny would be so happy to have! A quick cash withdrawal for local groceries from the nearby ATM and it’s back to more work into the afternoon. It’s evening and time to head home at last. Back on the train, this time laughing through tweets and emails from his ten-year-old daughter. He scribbles an idea for work he had while at dinner and later curls up with a racy eBook on his Kindle before calling it a night. That's John’s typical day. Do you find quite a bit of John in you? At least a little? Am sure you do. The trouble is with the friendly neighborhood bank that has the most difficult time understanding John. Here’s why. John over the course of his day had three formal interactions points with the bank and here is how the bank understood it. All this is known separately and disparately in three different systems with bland success or failure metrics. They are not even recognized as b... Please login to read the complete article. If you already have an account, you can login now or subscribe/register.
Categories: Customer Centricity, Data & Analytics, FSI Customer Relationship Management , Internet Banking, Mobile Banking, Retail Banking, Risk and RegulationCustomer Centricity,Data & Analytics,FSI Customer Relationship Management ,Internet Banking,Mobile banking,retail,Risk and Regulation, Customer Centricity,Data & Analytics,FSI Customer Relationship Management ,Internet Banking,Mobile Banking,Retail Banking,Risk and Regulation, Keywords:Digital Strategy, Customer Satisfaction Digital Strategy, Customer Satisfaction
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