I was observing focus groups the other night, taking notes and trying to monitor the body language. In the course of conversation, which was about financial institutions, one of the participants sighed, raised her head and said, “Please, just make my life simpler – not more difficult.” As all of the other participants laughed and agreed, I said to myself, “Isn’t that the truth!” It turns out that there are several requests that are packed into that plea. Here are a few:Do not over complicate things (e.g., loan applications, overdraft/debits/credits rules).Provide outstanding access (e.g., excellent online/mobile apps that are easy/intuitive/powerful, long operating hours, many locations, many ATM locations).Be trustworthy, efficient, and put my needs over your needs.That’s a “need.” Can it be met? Should it be met? Some have said and continue to say that this list above includes actions that are great for Members, but too costly for credit unions to consider.Leaders will make this happen. Our business is already disrupted by the growing use of technology – from smartphones and wearables to beacons, et al. Even more stagnating is the continuing mindset that the objective of delivering a positive customer experience (CX) will take the back seat to other priorities, which will not grow a credit union or its relationship with its Members. Rather, it will likely only reinforce “transactional” relationships.A recent report on improving the customer experience in banking found that: continue reading » 10SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr
The Tourist Board of the town of Samobor has issued a new gastro guide in Croatian and English.Gastronomy and tourism are naturally connected and mutually supportive, and there are almost no visitors in Samobor who have not tasted cream cheese and local specialties, asked for salami, garlic, mustard, drank bermet, and ate a donut during Carnival.This is an authentic gastro story told by Samobor, and all the traditional delicacies of Samobor caterers are presented in the new gastro guide with textual descriptions and photographs, along with the rich catering offer of the Samobor region.The printed edition of the gastro guide can be downloaded from the office of the Tourist Board of the town of Samobor. See more about the gastronomic and tourist offer of Samobor on the official ones websites.