I came across this ad of ICICI Bank - Customer Service - Relationship beyond banking Or Khayal Aapka. And was shocked how we keep on talking about relationship beyond banking. But do we actually follow it.I don’t think so. The targets set by the company are non achievable. In order to get our incentive we end up mis-selling the product and services.Its been a trend which I have observed in the financial sector. It’s not just restricted to them..There are many industries which still do it.When you want to open an account there would be 10 people standing at your door step but when it comes to service there’s no one.Its a shocker of a treatment which most of the people get. We talk in marketing that – one happy customer would recommend 10 more customers or in short repeat customers always gives repeat business..But sorry to say we focus on the cream customers. We are more bothered about filling our pockets.The industry needs to change.Focus should be providing on customer & not pushing the product…
We talk about CRM. But it looks good only in books.Where is the practical implementation.Sales & marketing people start listening to what the customer want. Don’t push your product.Make your customers happy…They will come back & would remain with you much longer…
