This week is all about people experiences and interactions with products or services. I don’t use the word “user” because its evil.
Which bank is the best? None I would say. None try to stand out. None do anything revolutionary. None try to make the experience better. I think one in New York does but I forget the name. I will give the banks some free advice and hopefully one will pick it up.
1- Have a pen at the ATM. I can’t even remember how many times I need to deposit a check and the pen isn’t there.
2- Give me small bills. I know its complicated but sometimes I don’t want $20 denominations.
3- Open on Sundays and after I get out of work. Seriously people work 9-6. Closing at 6 helps no one. Sundays most people are free but yet you make fun of us by closing your doors.
4- Free Checking is NOT great anymore. Give more!
5- Create a community. If you are focusing on business customers, provide food/drinks/location for weeklyÂ meet up of entrepreneurs, sponsor business challenges or have monthly speakers cover topics for small businesses.
I always feel like I am missing something when businesses can really go the next level but the don’t. I think it also matters about the bank. I think smaller banks spend time to know their customers and go the next step. It is hard when your employees are salaried and have little incentive to create a better experience.