One Incredible Customer Experience Success Story from the Philippines
Across the world, it’s not very often you meet a company who just “gets it” when it comes to Customer Experience.
It’s even harder to find shining examples of a true customer-focused approach in the Philippines but there’s one company who is head and shoulders above the rest.
That company is Security Bank.
I’ll tell you why they’re so good in a while but first some background on the current banking customer experience landscape in the Philippines with an example of a recent experience I had.
I have a personal account with a bank that isn’t Security Bank. My “main branch account” with this company is 2 miles from my office. That means that every time I have something more complex than a withdrawal or deposit to do, I have to go to this branch.
Combine that with Manila traffic and it can be quite time consuming.
Now, there’s another branch 100 metres away from my office that I would like to be my “main branch account” so I can just transfer to that one, right? That should be easy? Just go to the bank and tell them I’d like to change, right?
No.
In order to switch my “main branch account”, I have to close completely my current account and make a completely new account at the branch nearer to me.
(To be clear: I’m not transferring banks to a competitor, I’m trying to change only my main branch within the same bank.)
They’re also unable to “remember” who I am so I have to tell them again by filling up my name, address and all of the other personal details required on all of the different forms they give me, often repeating the same form twice.
It’s a complete nightmare.
This is why the Human Switch Kit from Security Bank (not where I had the “branch switching” issue) is so absolutely amazingly incredibly fantastic.
They have a person who will go to meet you at your office, get the data, fill the forms in and personally assist you with opening your account with your account being opened the next banking day. Incredible.
I keep refreshing the website to make sure it’s still there because I can’t believe that such a service exists.
This is the first step in a bright future for the Philippines, bravo!
To learn more about how to create great customer experiences like this, check out the Service Design Summit in April, tickets on sale now:
http://servicedesignsummit.onoffgroup.com/
It’s a 2 day learning event with a workshop on day 1 to teach you how to design experiences and talks on day 2 from local speakers (including Gerry Dy from Security Bank, Aaron Cebu Pacific, Edmond Gozo from Smart, Joan Magno from Kalibrr, Gerson Abesamis from Habi Education, Birdie Salva from Curiosity PH and Kristin Low from On-Off Group) about how they have implemented a customer-focused approach locally.
