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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 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 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 […]