Comments
Getting to 'Wow' With Wells Fargo
Newest First  |  Oldest First  |  Threaded View
NJ_trader
50%
50%
NJ_trader,
User Rank: Apprentice
7/1/2013 | 9:02:32 PM
re: Getting to 'Wow' With Wells Fargo
Wells Fargo is certainly doing a better job engaging with customers. Just a few short years ago, WF's user experience felt old, out of date and slow. In the past couple of years, WF has made some great strides: mobile apps, online, branch and ATM.
Byurcan
50%
50%
Byurcan,
User Rank: Author
6/28/2013 | 12:42:35 PM
re: Getting to 'Wow' With Wells Fargo
It sounds as if you are being admonished to provide a better customer experience but that you perceive the company making these demands may be failing to provide you with the very tools that you need to make the customer experience improvements that you would like to. While things like up-to-date equipment and certainly standing behind products sold do go a long way in providing a consistent customer experience, banks and retailers alike depend largely on the people they employ to fill in the gaps with actual human interactions. Focusing on every interaction that you have with a customer, from the moment he walks in the door to the moment he walks out with a purchase or even back in with a return, can create the same smiles that Wells Fargo and other banks are seeking to incite with the WOW experience. Shopping habits can be determined as much by the service as the goods, so try not to get discouraged by demands that you feel now that you can't meet and instead set a personal challenge to create a WOW experience for your customers despite the lack in resources, and your efforts will be rewarded in future career opportunities at this retailer or elsewhere. Supervisors and corporate leaders know what their strengths and weaknesses are and have likely taken these into consideration when setting the goals they have for their staff.
pbug
50%
50%
pbug,
User Rank: Moderator
6/28/2013 | 2:13:41 AM
re: Getting to 'Wow' With Wells Fargo
I work part time in a national department store chain, which also tells its employees that it wants customers to have a wow experience. Let's see - broken or worn out POS equipment, advertised sale items often out of stock, bringin in winter products starting with the first day of summer, and summer items in early January. Oh, and warranties that don't protect the buyer, poorly defined return policies and far more WOW items!


Register for Bank Systems & Technology Newsletters
White Papers
Current Issue
Bank Systems & Technology Dec. 2, 2014
BS&T's 2014 Elite 8 executives are leading their banks to success, whether it involves leveraging the cloud, modernizing core systems, or transforming into digital enterprises.
Slideshows
Video
Bank Systems & Technology Radio
Archived Audio Interviews
Join Bank Systems & Technology Associate Editor Bryan Yurcan, and guests Karen Massey and Jerry Silva from IDC Financial Insights, for a conversation about the firm's 11th annual FinTech rankings.