One of my favorite stories!
One of the reasons I decided to start this blog was the post I’m sharing with you today. It is one of my all-time favorite stories about the good nature of people and, by extension, brands. So, without further ado, here’s the link to Simon Mainwaring’s post
The bonds that bind us and how brands win us over. Enjoy!
Bank of America: good or great?
During the past week when I was trying to decide what to write about, I started exploring the anatomy of a great customer experience. Lots of ideas ended up rolling around in my head, but one thing kept bugging me; the idea that I couldn’t define objective criteria for a great customer experience. (That will be a future post, BTW.) But then, I got this email and focused my writing efforts on it:
here's the email about my credit card payment
Now, how many times has a bank or credit card company given you a free pass on your monthly payment when a failure on their end prevented you from getting the statement? (Are you listening HSBC? Maybe you should take notes here.) Being the responsible adult I am, I checked my balance online when I realized I had not received the regular monthly email and then scheduled my payment accordingly. I had no reason to expect BoA to give me a break for something like this. Back in my younger days I would totally have taken advantage of a payment holiday, but now that I’m older and more financially “mature”, it’s not as big a deal. With that said, it doesn’t diminish my appreciation for what I consider a great response to the situation.
What do you think? Does something like this simply meet your expectations or does it exceed them?
Update: So after I published this blog post, I sent a link via Twitter to BoA. I got a reply the next morning. Awesome! Here’s the response:
BoA's response tweet
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A little about this blog
I love and appreciate great customer service and that's why I started this blog...to help say "Thank you" to all of those individuals who go above and beyond to deliver a great customer experience. Won't you help me pass along the kudos to these deserving people?
If you're curious about me, click here.
