Banking on customer experience
Erik van Druten | May 29th 2013 | @EG_Finance
The Economist Group, Management Thinking Blog
Back in 1990 I entered my local bank to carry out a transaction. The clerk asked me for my ID. The only problem was, I had left my ID at home! ”Let me check with the branch manager” said the clerk. He turned around and simply asked his boss: “Do you know this gentleman?” The branch manager replied: “Yes, that’s Mr. Van Druten from Roland Holst Lane.”
As a result, two things happened: I got the service I needed and I knew that my bank knew me really well.