Compare and contrast the two stories : <\/p>\n
1. I needed a new debit card for my UK bank account. I called the customer service number for this relatively simple request, only to be told that I did not meet “the criteria” for getting a new card over the phone. Bear in mind that I have always ordered my cards this way before and have been with the bank for about ten years. They would not tell me which criteria I did not meet. I’m not the most patient person when it comes to poor service like this, so I had to go through four layers of call centre management before someone had the initiative to solve the problem. Total length of my call : 45 minutes. In the first example I was so totally annoyed with the whole process that if someone had given me the option to change banks on the spot, I would have done so without hesitation.<\/p>\n In the second example, I’m sure as hell going to use Tranzfers. If this is the service it provides when I sign up, then I’m pretty sure I won’t be kept on hold for 45 minutes for a simple query.<\/p>\n Why is this relevant?<\/p>\n Innovation can sometimes be time consuming and expensive. When it comes to service innovation, it can be doubly so. However a business can make a huge impression on a customer not through massive innovation programmes, but by simply treating people right from the outset. <\/p>\n The moral of the story : Get the basics right before embarking on innovation journeys.<\/p>\n","protected":false},"excerpt":{"rendered":" Compare and contrast the two stories : 1. I needed a new debit card for my UK bank account. I called the customer service number for this relatively simple request, only to be told that I did not meet “the criteria” for getting a new card over the phone. Bear in mind that I have […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[9],"tags":[],"class_list":["post-66","post","type-post","status-publish","format-standard","hentry","category-innovation-culture"],"jetpack_featured_media_url":"","_links":{"self":[{"href":"http:\/\/www.rogerdennis.com\/ideaport\/index.php?rest_route=\/wp\/v2\/posts\/66","targetHints":{"allow":["GET"]}}],"collection":[{"href":"http:\/\/www.rogerdennis.com\/ideaport\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/www.rogerdennis.com\/ideaport\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/www.rogerdennis.com\/ideaport\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/www.rogerdennis.com\/ideaport\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=66"}],"version-history":[{"count":0,"href":"http:\/\/www.rogerdennis.com\/ideaport\/index.php?rest_route=\/wp\/v2\/posts\/66\/revisions"}],"wp:attachment":[{"href":"http:\/\/www.rogerdennis.com\/ideaport\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=66"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/www.rogerdennis.com\/ideaport\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=66"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/www.rogerdennis.com\/ideaport\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=66"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
\n2. I needed to transfer some money from a UK account to a NZ account. After some research I decided to use a service called Tranzfers<\/a> which offers much better rates than commercial banks and with cheaper fees. I registered with them at about 11pm (New Zealand time). Barely five minutes had passed before my phone rang. It was a Tranzfers customer service rep asking if I had any questions about the service.<\/p>\n