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    Archive for November, 2006

    Banking Mind Model Study is finally released!

    For the past 4 months I’ve been helping to conduct a study about the Online Customer Experience on the U.S. Banking Industry.  The study is called “Mind Model” and is finally available for free download from Vox Inc at http://www.voxinc.com/banking-mind-model.htm. The Banking Mind Model Representation is a general analysis of how Banking industry websites are […]

    Banks silently charging Customers – or jailing them!

    A friend pointed out yesterday some news about how banks are charging when customers overdraw their accounts via ATM withdrawals – without informing them! – You can check it out here. At the same time, I read today on goodexperience.com that Bank of America had a Customer thrown in jail for trying to verify if a check he […]

    Everyone is your Customer

    A few days ago, I was reading a Tom Vander Well’s blog post titled “When Customers are Co-Workers” on QAQnA. The article reminded me of someone I met a few years ago. She worked in the research department of a big global company and after complaining to me once too often that no one valued her […]