Getting to 'Wow' With Wells Fargo
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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 Just a few short years ago, WF's user experience felt old, out of date and slow.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.
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.
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!

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