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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 [...]
Posted: November 17th, 2006 under Banking, Customer Experience, Information Architecture, Standing Out, Usability.
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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 [...]
Posted: November 7th, 2006 under Banking, Customer Experience, Customer Retention, Standing Out.
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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 [...]
Posted: November 3rd, 2006 under Call-Center, Customer Experience, Customer Retention, Standing Out.
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