I’m saying it again after saying it with the conviction of a New Year revelation (no it wasn’t a revolution) recently. And this time it’s about the banking experience; I can’t help believing many customers express unhappiness with the experience but generally don’t vote with their feet. But I’m told that inertia is breaking down – its seems that banking customers are more agile in their financial affairs than ever before – and it seems they are moving around when they see good new products!
But are they getting a good experience?
I think I should aim to find out this year and I made a startthe other day – an interesting conversation with someone who has already done more than most to challenge the banking status quo…
I was lucky enough to spend some time this week with James Alexander, ex Zopa and Egg, now at Green Thing. James is not only a very bright star but also a very nice guy so it was a pleasure to hear his views on the relationship of consumers with their banks – and his conviction that success comes from starting with customer and experience – or in his words “the increasing demand from customers for transparency and the need to feel connected with their financial actions”.
Here is a man well qualified to offer his views for consideration after his achievements at the forefront of Social Lending and I was fascinated to hear him talk about consumers having an “acute demand for something different and something better”. It echoes the other conversations I’ve been having that inspired me to declare at the start of 2008 my view that this is the customer experience era.
Tags: CX, e-commerce, multi-channel banking, usability
