A Promise is a Promise! When you swear by your integrity to always put “customer first” then you must abide by it.
Well, you and I know GTbank as the most customer friendly bank and that they communicate this brand promise strongly. But just take a visit to one of their branch situated at Okota, Isolo, road, you can’t but meet fed-up human traffic at the cash deposit section. A customer here at this branch should be ready to spend conservatively up to 30, 45 or more minutes just to make deposit.
Grumbling customers are made to line up in a cubicle or corridor wasting precious time. This situation has created a perception in my mind and that of others who know that a visit to GT Okota, branch is to just go and queue.
Not keeping to your brand promise is sure to affect your business either in the short or long run if you refuse to nip it in the bud. Once your customers begin to perceive your business wrongly based on their experience on contact with your business, then be sure it will reflect in your financial statement.
Agree, that we are humans and we make mistake sometimes in our service delivery to clients, but when they begin to repeat themselves, it becomes a bad identity or perception. So, create a process by which you deliberately ask your customers if they were treated right. If you treat them right, you can be sure of a repeat visit or referral.
Here what Samson Echenim wrote recently in Punch Newspaper, “Experts say it cost an average of five times as much effort to attract a new customer as to retain new one. Customers tell 10 to 16 people about their negative service experiences. 91% customers would not patronize a business that displeases them.”
Here what Samson Echenim wrote recently in Punch Newspaper, “Experts say it cost an average of five times as much effort to attract a new customer as to retain new one. Customers tell 10 to 16 people about their negative service experiences. 91% customers would not patronize a business that displeases them.”
Never forget that true branding effort involves communications that inspire an emotional reaction in the recipient. Branding does not sell a specific product. Rather, it creates an image of what the brand stands for (often called "image campaigns" in the ad trade).
Please note, this is not an attempt to bring down GT , they re my bankers- just that the truth has to be told.
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