"We can't answer your query by email, simply pop into your local branch for help" 👍🏻. That's what I received from HSBC today, however the words simply and local must mean different things to each of us 🤔. We all know about the relentless closure of branches, my local one has drifted to 7 miles away 😩. But we also know the excuse for closing branches is that less people use them, which leads to the simple part. Opening hours are at the hours and days most people work, so guess what, less people will visit, and then guess what, they'll have an excuse to close another branch 😡 It feels like a case of if you want to back up a business case then build your product around that case, and not around the customer 😥. #continuouslearning #banking #voiceofthecustomer #customerexpereince
That is a shocking customer experience!
I got one of these asking me to pop into my local Branch in Hong Kong. Which is simple from Auckland.
Head of Business Development
10moOne of the most densely populated cities in Europe and HSBC has one branch.. with two counter staff (unless one's on a break)