Comments for Experience Banker http://experiencebanker.com Helping banks create easy, useful and enjoyable experiences Sun, 27 Feb 2011 01:59:34 +0000 hourly 1 http://wordpress.com/ Comment on Three Pillars of Customer Experience: Insight, Culture, and Design by Do Companies Really Care About and Value Their Customers? | Bayview Hunters Point http://experiencebanker.com/2011/02/23/three-pillars-of-customer-experience-insight-culture-and-design/#comment-38 Sun, 27 Feb 2011 01:59:34 +0000 http://experiencebanker.com/?p=467#comment-38 [...] Three Pillars of Customer Experience: Insight, Culture, and Design (experiencebanker.com) [...]

]]> Comment on Usability and Return on Investment by Hal Shubin http://experiencebanker.com/2010/03/25/usability-and-return-on-investment/#comment-31 Tue, 05 Oct 2010 16:46:09 +0000 http://experiencebanker.com/?p=25#comment-31 Do banks develop their own software for ATMs or buy it from a software company? I always wonder about it when I’m using a machine and getting frustrated.

– Hal Shubin
UsabilityLessons.wordpress.com

]]> Comment on A technique for engagement. Barclay’s Commercial Bank and Credo Cards. by Different views on a Customer Experience Maturity Model — Golden Mean http://experiencebanker.com/2010/09/15/a-technique-for-engagement-barclay%e2%80%99s-commercial-bank-and-credo-cards/#comment-30 Thu, 16 Sep 2010 04:43:44 +0000 http://experiencebanker.com/?p=430#comment-30 [...] The gap in these models for me, based on the Service Profit Chain theory, is a gap in including a dimension of analytics and frameworks that help you consider employee and organization maturity in parallel with the CEMM.   While not designed for this purposed I ran across an employee framework based on the concepts of meeting Maslow’s hierarchy of needs and building empowerment that I consider very adaptable to help close the employee gap concerns.  By the way, one of the best level 5 “destination” approaches I have seen is Barclays credo cards. [...]

]]> Comment on Metro Bank positioned on customer experience by Rob Ballantine http://experiencebanker.com/2010/07/30/metro-bank-positioned-on-customer-experience/#comment-27 Mon, 09 Aug 2010 05:52:06 +0000 http://experiencebanker.com/?p=255#comment-27 Hi Rob, thanks for the comment. Is it possible for a bank to ‘surprise and delight’ every customer? In MetroBank’s case, the aspiration is there. And they are not fettered by legacy practices (including culture and design, as well as systems and processes). The substance will come if Metro bank can create customer focussed culture, listen to their customers and use the insight to craft positive experiences – one to watch.

]]> Comment on Metro Bank positioned on customer experience by Rob http://experiencebanker.com/2010/07/30/metro-bank-positioned-on-customer-experience/#comment-26 Mon, 09 Aug 2010 04:54:07 +0000 http://experiencebanker.com/?p=255#comment-26 Is it possible for a bank to ‘surprise and delight’ every customer??

]]> Comment on Simplicity and Clarity from National Grid by Michael http://experiencebanker.com/2010/04/08/simplicity-and-clarity-from-national-grid/#comment-19 Fri, 16 Apr 2010 10:58:17 +0000 http://experiencebanker.com/?p=117#comment-19 Hallo Rob,

nice information design – damn, who are these LBi-guys!?

Ich wünsche Dir viel Erfolg mit dem Blog!

Beste Grüße aus der Gerechtigkeitsgasse
Michael

]]>