If you think Bank of America is your competition then maybe you’re as bad as they are. We do tons of shops and with many of the big banks it’s usually the same. They’re horrible on the phones and they don’t even know it or don’t really care. Check out this article from the Wall Street Journal (July 15, 2010) where BofA explains their new acronym… GUEST. Now, listen to the recording of this phone shop of BofA conducted in October 2010.
What a joke! We wasted over five minutes on the phone with BofA and didn’t get a single piece of information we were calling for.
The great news is that over 60% of bank customers are looking to make a change and most of them will call you before visiting your branch. What an opportunity! Are you starting to get it?
The great news is that over 60% of bank customers are looking to make a change and most of them will call you before visiting your branch. What an opportunity! Are you starting to get it?
They are that bad every single time, why do people bank with them ? They have a lot of customers. Is it just name recognition ?
Great question! 24% of customers are not interested in service. The BofA's of the world will get many of those accounts. Customers will change banks if they have seen or heard (advocates) about your bank's remarkable service. The reality is that the service and business development efforts at over 90% of community banks is not much better than BofA and in many cases pretty much the same. As a result many customer probably are just going on name recognition or going to the bank they're most familiar with.