I am always looking as a consumer great customer service just as most of your customers look for the same. If you are one of my clients I am always seeking for ways to improve the experiences their customers have. I use various channels to communicate where they can improve and how they can reach a better experience.
Our friend @tonytorero on twitter shared the following tweet demonstrating an enhancement of customer experience with an ATM by @BBVA:
[blackbirdpie url=”http://twitter.com/#!/tonytorero/status/26540769611354112″]
Like some of my clients (and like myself a few years ago) @tonytorero is part of the Banking Industry. Something that dissapoints me about banking industry is that their is really no outstanding emerging technologies and even when there is one the rest of the industry takes a lot of time to implement it. For the reason this video was very refreshing and invite you to watch it.
If you can’t see the video, click here.
This video captures some main goals and topics many industries including the banking industry should focus on such as:
Humanizing Technologies. Someone that is a big advocate at humanizing business is my friend @chrisbrogan one of the reasons he created Human Business Works I invite you to join his newsletter. @BBVA decided to enhance the banking experience for their customers and you should also enhance the human experience of your customers. I have a new client Myriad Benefits which sells insurance one of the advantages of working with them is that they have a call center that guarantees you in getting a real human being on the other side. Instead of going thru the dial this number to reach a certain extension or menu mayhem. Do you prefer to call and battle it out with the automated system of having a human solving your problem once the phone is answered?
Are your clients reaching you without any obstacles caused by technology?
Better Privacy. As part of our services for a few selected clients we do physical and logical security assessments (by coincidence for the banking industry) to evaluate how strong the security around protecting their customer’s information really is. Since I have been involved in multiple social engineering and physical inspection assessments I have become paranoid every time I can see a strangers information on screen. The design by @BBVA enhances the security of their customers.
How are you protecting your customers information and keeping it safe?
Simplicity. I am usually testing out many technologies and most of them I throw to the side because of the lack of simplicity. I think some of the features @BBVA has included such as a one slot, touch screen, and a customizable interface for the customer reaches out to all types of customers. For those advanced users you can even synchronize the online banking experience at your ATM terminals by letting your users create their on menu or easy access to repeat transactions via your online banking platform.
How do you simplify things for your customers so they can get the most of the technologies you use?
Fun Factor. By visualizing each transaction on the terminal as it happens you entertain your customers and keep them happy while they wait. How many times do I see people getting impatient waiting in line or while something happens.
How do you keep your customers busy or entertained while they wait for a transaction to happen?
Building from the User Up. Most effective technologies lighten the pain of the user. If you build a technology thinking of the user first then it makes it easier. Many times I see how most of us try to solve a problem from the top down instead of going towards the root of the problem.
How are you removing a problem and making it easier for your customers with new technology?
Improving Communications with Customers. By personalizing, improving interaction, and entertaining I can see a higher probability of customers wanting to listen to @BBVA when they have something to say. Many businesses are still marketing and promoting their services to their customers. The right approach is to enhance the experience and have your customers become your advocates in selling and promoting your products and services like it is explained in the book by @ducttape The Referral Engine: Teaching Your Business to Market Itself
(affiliate link).
How can you implement new technologies and make your customers become part of your sales force?
Making it Even More Human. The pilot program helps in actually improving the system by identifying the issues to have them corrected or improved. By listening to their customers and refining the tools they created they are well on their way to making a unique and practical user experience. Making it more human and like they said in the video more Delightful.
What technologies make your business be more delightful?
Conclusion
I would really like to see one of these machines working and functioning. I can see a world of opportunities from the main goal which is Customer Experience to many security enhancements protecting customer data.
How do you improve your customers experience with your new technologies?
What technologies are currently not improving your customer experience?
What is more important security or functionality? How do you balance both?