I wrote a couple weeks ago HBR.org that lots of big financial services companies are alienating their customers because their interactions with them are so lousy. Their customer-facing business processes don’t seem to take into account that we now live in a global and digitally-connected world, and that we’ve got ‘always on, always on you’ technologies.
My recent experience with credit-card giant Capital One showed me, unfortunately, just how accurate that post was.
I was in India last week speaking at the EmTech conference and meeting with some of the country’s largest technology companies. I had one large-ish charge refused by Capital One while I was there, and then started getting notices this week from Netflix, TiVo, and others that they were no longer able to charge my Capital One card. Faced with all this evidence that my primary personal card no longer worked, I called them up.
The first step of the call, of course, was to enter my card number and last four digits of my SSN using my phone’s keypad. The second step, of course, was to repeat them aloud to the person who came on the line. I’m so used to this lack of integration and implied low-level contempt for my time that I hardly even notice it any more.
Source: Andrew McAfee | The Business Impact of IT