Svetlana

  • Svetlana posted a new activity comment 5 years, 10 months ago

    This is very in testing, Michael. So, Indonesian location has it’s own CRM system that “doesn’t talk” to other locations. I guess it would depend on their company structure, but it seems like they have a very decentralized approach. Do you think it would change customer’s perception if the message is sent by the corporate office?

    Personally, I…[Read more]

    • I agree with both of you, Michael and Svetlana. I think it only brings more attention to the opportunities that they missed by sending a birthday wish so late in the game. I would have like to see a message come for the upper management that said…. Wow! We notice we had not acknowledged your birthday in the past; however, we are trying to…[Read more]

  • Nikolay and Profile picture of SvetlanaSvetlana are now friends 6 years, 2 months ago

  • Svetlana posted a new activity comment 6 years, 3 months ago

    This is crazy when you get an experience like that in a large company making a lot of money, but doesn’t care much about customer experience culture. Employees probably don’t even notice that there is a problem because they are used to the fact that it is just the way it is and that’s how it supposed to be.
    I have experienced similar behavior in…[Read more]

  • Svetlana posted a new activity comment 6 years, 3 months ago

    I love that idea and happy that Chase is one of the banks doing it. Will need to go check if my closest ATM can give me a $1 🙂 I think that another innovation banks should do is to build in vending machines into those ATMs. That way you can get your small cash and get a candy, drink or whatever else right there. What do you think?

  • Here is example of emotional reaction, you will probably not forget that Audit has LED lights after that. How memorable a bank commercial can be?
    http://www.youtube.com/watch?v=lw9ZeXB2uKs

  • Svetlana posted a new activity comment 6 years, 4 months ago

    Very interesting, Sasha! I’ve seen the use of Square a lot in CA, especially in a small shops. Instead of the big cash registers, or computers, they just have an iPad on a stand with a Square plugged into it. Easy, mobile and looks cool 🙂

  • Anton and Profile picture of SvetlanaSvetlana are now friends 6 years, 4 months ago

  • Svetlana posted a new activity comment 6 years, 5 months ago

    This is sad that people don’t smile.. The last time I went to Russia, employees at the stores looked at me like I’m an idiot because I smiled at them 🙂
    A genuine smile can break the ice and build that initial trust. In las vegas, it is pretty common to see employees smile. However, a lot of times, you can see how fake that smile is and is…[Read more]

  • I came across this article about implementing augmented reality in retail stores and wounder if something like that could be used by the banks to enhance customers’ experience. Maybe, reading customers’ reviews on particular credit card product by scanning the “package” or seeing yourself in that new car you are applying for a loan for? I don’t…[Read more]

    • This is really cool – it mixes the physical world that we experience with the virtual world and info that we can look up on a regular basis. Am I saying that it’s practical? I don’t think so, at least not yet. But if it was, could banks really make this effective for them? Reading reviews is a good start, but I don’t see why banks would allow this…[Read more]

  • I came across this article about implementing augmented reality in retail stores and wounder if something like that could be used by the banks to enhance customers’ experience. Maybe, reading customers’ reviews on particular credit card product by scanning the “package” or seeing yourself in that new car you are applying for a loan for? I don’t…[Read more]

    • What should be making you a loyal customer is the bank efficiency and rates, not gimmicks like product scanning. This is a financial institution, so the main focus should be on improving the products, not adding random bits of technology if they are available. I know I like my bank because they have the accounts and loans I’m looking for, not text…[Read more]

  • I think it would be very interesting to see how banks could introduce experiential innovation to their call centers. As for me, I would do anything to avoid calling my bank. I would rather do things on-line or in the branch. Usually, calls involve waiting time, entering my information multiple times, transferring from department to department,…[Read more]

    • I can´t agree with you more Lana, call centers in any business area can do a lot better. Financial-services organizations have traditionally viewed call centers as a means to cut costs or improve customer satisfaction. Now some banks are looking to reduce this channel’s costs by moving more transactions to self-service options; others are ai…[Read more]

    • Call centers are terrible with dealing with customers. Banks could use some improvement when it comes to dealing with people over the phone. But how do things get done with a system like Zappos? I don’t know if a system like that would work for a bank.

  • Svetlana posted a new activity comment 6 years, 5 months ago

    Great example of Experiential Innovation, Tanya! It really gets you involved and entertained. And it’s definitely something that you would want to share with your friends. If banks were creating more good experiences for clients to get them more involved, it would serve as a great word-of-mouth advertisement as people are excited to share their…[Read more]

  • Svetlana and Profile picture of KseniaKsenia are now friends 6 years, 5 months ago

  • Svetlana posted a new activity comment 6 years, 5 months ago

    I completely agree with you, Alexander. If a company buys another one with intentions to continue their culture and organizational processes, it would be definitely beneficial to keep key personnel or even everyone who contributed to building successful environment.

  • Svetlana posted a new activity comment 6 years, 5 months ago

    This is really interesting! Definitely experiential and makes you want to tell about it to all of your friends.

  • Svetlana posted a new activity comment 6 years, 5 months ago

    It looks pretty cool, Rocio. I remember few years back in Russia, it was very popular to put 3D panels similar to those on a ceiling. They came in all imaginable shapes/colors, but standard size. But I don\’t remember that businesses (especially, banks) were using them… Maybe because it was promoted as more of a household decor.

  • I used to have an account with Washington Mutual (that has been bought by Chase later). When I went to the bank, I was actually “assigned” a relationship manager who helped me to open my account, asked questions and suggested solutions. Once I was done, he provided me with his contact information and I was ready to go. He followed up with me in…[Read more]

    • Yes… it is very unfortunate that WaMu was integrated into Chase. They had taken some very interesting steps in the direction of Relationship Centricity and they paid very close attention to creating an experience that was different from the typical bank. All of that was lost when they were taken over by Chase. Sad Story !

    • So, Sveta, did you go to that suggested meeting with WaMu to discuss the new products and your accounts?

    • So what exactly did a relationship manager do for you besides asking you questions? Did he try to sell you products? And did he seem to remember who you were, or just which accounts you already had? I can’t tell if this guy is just there to cross sell stuff or give advice.

  • Svetlana posted a new activity comment 6 years, 5 months ago

    What you described is so true about most of the large companies. As they grow quickly acquiring more and more customers, hiring more and more employees, they lose capability of handling and building individual customer relationships. Or maybe they didn’t have it in the first place. It is a lot harder for them to change organizational culture due…[Read more]

  • Svetlana posted a new activity comment 6 years, 6 months ago

    Agree, it would be very interesting to see that. It will probably take way more good interactions to earn customers’ favorable impression than bad interactions. One bad interaction can ruin the whole experience and impression. It is important to build loyal customer relationships that can minimize the risk of losing a customer due to one bad…[Read more]

  • I think that this commercial is a great example of unforgettable communication of brand’s message to the customers.

    • What kind of advertisement is this? It doesn’t make any sense. I know when I’m looking for water, I want something I know will be cold and refreshing, not turn me into some dancing baby. The commercial is ambitious, but it’s a waste of marketing dollars.

  • Load More