Art Gillis writes the Bank Systems and Technology Blog. In one of his recent posts, he says that the biggest hindrance to growing any bank is the depersonalization of customers.

It is an open secret that many businesses do next to nothing with all the customer data that they collect. With growing volumes and unprecedented business […]

Reading about The Ultimate in Service Automation: No Customer Required , it struck me how this is a wonderful case for employing business rules.
Check this excerpt.
The home washing machine will order its own repairs and the sprinkler system will call you on your cell phone to say the lawn service has broken one of its […]

It had been one good break from work after a long time. I went off on a holiday for a week and am now back for good.
This month has been busy with the QuickRules.NET 3.0 SP2 getting released, and all of us in the product team working feverishly on the next major version also.I have […]

Check this headline in Banknet 360, Banks Get Low Marks for Emotional Support.
I have seen this same recurring theme reported by one blog after the other. Banks have all the customer data, but what are they doing with it?
Personalized, customized service, nice try!
I suspect that banks do not even know what kind of treatment they […]

Insurance Networking has this interesting bit on Agent Attrition & its consequences.
Check out this Excerpt:
Insurers are embracing customer self-service options, particularly the Internet and call center channels.

Yet, the model is not agent-less. The firm has more than 100 agents operating in its call centers, and that number is expanding. The firm’s consumers can buy online […]

I am seeing customer Service horror stories everywhere! Here is one more,
LG Electronics - What Customer Service? (Registration Required)

A customer’s narration of dealings with LGE.
Think Customer Service! Think Business Rules!

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From Banknet360: Cross Selling on Customer Service Calls
Cross selling has increased in popularity as banks look to grow revenue. But does the marketing tactic really work?

Mostly no, and the reasons are well documented by many other bloggers. Thinking about it, some of the reasons are

Poorly timed cross-selling efforts. Attempting to sell the wrong product […]

Now, I came across this post, Consumers Punishing Physical Stores For The Sins Of Their Online Counterparts.
Important observations here. Note!
Many consumers who have a bad online experience are now avoiding the in-store experience from that same retailer. In some instances, that truly is a Catch-22 situation. Nordstrom, for example, has a reputation for delivering […]

This post in Banknet360, Customer Service: Striking a Delicate Balance (registration required) was pretty interesting, so here is my take on this.
Check these excerpts from this post
By year end, most major U.S. banks are expected to roll out basic live-chat services, according to one vendor. The conversations are meant to clarify product offerings and […]

So, check this story now.
It is a Sunday evening on the Diwali eve, and I am at a pharmacy store run by a brand new, but very ambitious department store chain. I buy some strips of Crocin, Calmpose and Nice, and a box of Vicks […]