After recently being “wowed” by the automobile showrooms in Paris, I was equally impressed by Jyske Bank’s transformation of its banking experience. In our opinion, banks need to develop ways to drive traffic into their branches and Jyske Bank seems to be leading the way!

According to a recent Forrester report, Denmark’s Jyske Bank has radically changed the experience that it delivers to its customers. It refitted all of its branches with a new open layout, developed new “life stage” products and made extensive use of touch screen video to educate customers about their financial needs. The strategy also includes providing personal advisors to all customers, making branches an enjoyable destination and leveraging its culture that is described as unpretentious, open and honest.

Have a look at the video and be prepared to be “wowed” (even though it isn't in English) by a new banking experience!

Posted by Judy McLeish at 01:00 AM | Permalink | Comments (1) | TrackBacks (0)

Sent to Lacoste the other day for a little look-see to experience the courteous and friendly service as stated in a recent Metro article. Listening to your customer is one of the article’s main thrusts which is fine and dandy but don’t you have to say hello first?

I walked in with a well-dressed businesswoman. I am of the more casually attired persuasion. To our surprise, after four minutes of wandering in the tiny store neither of the two employees had even said hello to us.

It seems these days every where I go – in the retail world that is – someone is catching my eye and delivering a greeting whether warm or not.

I picked up the new shoes, priced a red, traditional Lacoste shirt, unzipped a man’s jacket to see the interior check pattern, and sat in one of the two, orange Lucite–I-think chairs. Nothing.

It wasn’t an unpleasant experience. Sometimes it’s nice to be left alone to mull the store offerings but no hello? Strange!

Escada across the road not only said hello but offered up friendly chats, miraculously prescient service and, lo and behold, my companion walked out with a new suit. Interesting.

Posted by Judy McLeish at 12:00 PM | Permalink | Comments (0) | TrackBacks (0)

Some companies just don’t get it. Air Canada continues to amaze me. How can a company with so much potential continue to disappoint customers and not even care?

I recently returned from London, England to Toronto on Air Canada’s new 777. A beautiful plane – with all of the luxuries travelers are coming to expect. But, while Air Canada was flying a new plane – what struck us was the stewardesses – who continue to be dowdy, unfriendly and disinterested.

Customers were greeted with stern faces. Meals were served efficiently, but with little interaction with their flying guests. And, if you had an issue or a question, you were greeted with “rolled back eyes” and a shaking of the head.

While the new planes make a huge difference to the flying experience, Air Canada has a long way to go to create that magical flying experience with its current disengaged, uninterested employee base.  

If I was them, I would focus on engaging their employee base before the impact of the new planes wear off!

Posted by Judy McLeish at 08:07 AM | Permalink | Comments (0) | TrackBacks (0)

Posted by Judy McLeish at 08:29 AM | Permalink | Comments (0) | TrackBacks (0)