Bank of America sent a letter to each of its 270,000 employees with the simple message to “Be Nice”. This is after woeful customer satisfaction ratings. Is a letter enough? No, according to Customer Experience consultant Colin Shaw of Beyond Philosophy who stresses the need in the story for matching incentives and guidelines for how much time managers spend with customers and in branches. Apparently a more comprehensive plan to address customer satisfaction performance is to follow.
Via https://twitter.com/uxrat who has a pretty steady stream of interesting articles. And yes, he’s a mate of mine too.
Listen to the full story at http://www.marketplace.org/topics/business/bank-america-its-270000-employees-be-nice#