Stuart Lauchlan writes:
- According to the survey, no UK banks show any visibility into previous customer interactions from related communication channels or made any attempt to cross-sell related banking products during the course of the customer interaction.
- Some 86 per cent of UK banks fail to capture the customer’s basic contact information for identification or follow-up, while 79 per cent make no attempt to understand the features the customer was interested in before making product recommendations. Over a quarter – 28 per cent – of UK banks fail to respond to customer enquiries.
- Ironically on the same day that this survey was published, I received my third unsolicited phone call in two weeks from my local branch of Barclays asking if I wanted to discuss new savings options. I declined – as I had done on the two previous occasions and – as I had done on the two previous occasions – asked them not to call again.
Has started me thinking on what can bring about the culture of "active customer management" amongst employees in such organizations.