For those who may doubt the next or any generation, please take a moment to watch this. It was a winning video in a contest sponsored by AARP asking twenty-somethings where they think they’ll be at 50. It is simple, modern and brilliant.
Wednesday, April 28, 2010
Tuesday, April 20, 2010
Retail Banking. A Watershed Moment?
Banks have struggled with relevancy for a long time. Since the advent of telephone banking, the physical bank branch has had an identity crisis. There have been some interesting experiments over the years—combining with other “errand services” such as dry cleaning and coffee; break down of teller/customer barrier, presenting the bank as a point of community (see Umpqua below) etc.
And there have been offers. Lots offers.
From consumers’ perspectives, it all just seems like a lot of promotional noise. If an incentive to open a new account or a make a referral is acted upon, it seems it is a short term engagement, given that a new, more enticing offer will come down the path. Consumers don’t switch banks the way the do coffee shops, but what is really going on here?
We are at a watershed moment; as we define a new economic normal, banks have a truly unique opportunity to reestablish themselves in the lives of their best customers.
Banks Standing Out
I recently asked people in my networks about their best banking experiences. (Thanks Jeff, Melissa, Emily, Nikole et al.) There is a great deal of indifference out there. Much of what banks offer is basic and is simply dressed up with promotions and advertising. There seems to be very little product innovation, so when USAA and Bank of America and Umpqua (see below) get some nods on these fronts, they really stand out.
Money is an emotional thing. What are these banks doing to elicit such enthusiasm?
“USAA! USAA! USAA!! It's the bank for Active Duty Military Members, Veterans and their families. Is your Dad a Veteran? If so you too can reap the benefits.”
“….for those of us lucky enough to be members, no one beats USAA, and they don't even have any brick and motor branches.”
“Chuck, they do lots of good things, excellent customer service and innovation like "deposit @home" - scan a check with your computer and deposit it. No fees, ATM charge refunds. Whenever I've needed a loan or to transfer money around it's always just a quick phone call or a few clicks.”
“Umpqua Bank is fantastic.”
Yes, this is a bank. Umpqua. A point of community building.
We can see evidence of the Principles of Consumer Centricity http://bit.ly/9DbM7j in the reactions of the people above. We see connections made between the brand and the customer based on deep knowledge and authenticity. Consumers like good ideas that make sense, such as “deposit@home” and reassurances along the way that the Bank of America ATM experience video shows.
Bank of America ATM Experience
To paraphrase, Now is the time for all good banks to come to the aid of their customers.
So, tell me about what your best banking experience.
Tuesday, April 6, 2010
My cX: Hyatt Place, Atlanta Georgia
(Another in an occasional series of my consumer experiences, or “My cX”. More to come.)
On a recent trip, I had the opportunity to experience a Hyatt Place for the first time. I found it to be a very nice experience. What really stood out for me, beyond the fresh design, were the obviously well-trained staff and the thoughtfulness of the amenities.
Part of what we do at ConsumerX is deconstruct experiences in order to understand them and use that insight to develop new, idealized experiences. We use our cX Framework ™ as our guide (more on the cX Framework ™ in a future post), which is based on the oft-used customer journey idea, but pushes it to yield implications for user, brand and any other entity along the value chain.
Given I was in Atlanta to do a series of experience audits, I couldn’t help but view the Hyatt Place property through the cX lens. Take a look at the video, it’s a bit rough (NOT a videographer here) and see what you think. I was impressed with the environmental design and the thoughtfulness behind the layout of the rooms, the food service and the staff was appropriately friendly. I had the distinct impression that they cared and were eager to make my experience there just what I wanted it to be.
Saturday, April 3, 2010
Something Beautiful Happens...
Something beautiful happens on Saturday mornings at The Columbus College of Art & Design (CCAD), here in Columbus Ohio. Kids from all over the region from grades 1 through high school learn about art, design and creativity in their Saturday Morning Art Classes (SMAC)
My daughter has been taking classes here for several years and she uses this part of her education all the time. I’m confident that it helps her in math, science, music and social development. She has explored a myriad of subjects—from the fundamentals of drawing and landscape design and Photoshop to the development of a fantasy character and bringing it to life through illustration and sculpture. I love seeing what she does with these experiences and I can’t wait to see where she takes it.
Here’s a bit from the CCAD page about SMAC
“CCAD has provided quality arts education for tens of thousands of Central Ohio children since 1880. More than 1,200 children each year participate in CCAD’s Saturday Morning Art Classes and Creative Summer Workshops. Not all of the young people who take art classes go on to become the next great painter or designer but they do take with them the long-lasting benefits of arts education.”
Learn more about CCAD at www.CCAD.edu or about Saturday Morning Art Classes (SMAC) here http://bit.ly/aJDooK.
Thursday, April 1, 2010
Idealized Experience: Biking LA's Empty Streets
A Facebook friend posted this video of a very unique and ideal experience. It’s the morning of the LA Marathon and 26 miles of LA streets are blocked off and empty. Bicyclists spread the word and at 4:00 am thousands show up to bike the course—a once a year, very unique opportunity.
The video is nicely shot and a bit of visual poetry. Check it out.
Thanks Lee!
Subscribe to:
Posts (Atom)