How ‘not’ to delight customers – A Customer Experience Faux-Pas

With every bank going that extra-mile to improve customer experience, sometimes efforts are made without a proper understanding of what the customer really wants. It is impossible to know everything about a customer, but the bank should be receptive to all the information that can be extracted from the transaction behavior of a customer or even from the conversations (verbal/non-verbal) between them. The banks that are most proactive in getting such information capturing systems and processes in place would be the ones leading the race. Try and cross the barriers to understanding a customer, and positive customer experience will automatically follow suit!

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