How to help customers when you’re annoying them 240,000 times a day
This is the story of what happens when a customer is asked just one extra question when they use an ATM and how that divided a nation.
All we had was a small budget, social media, customer feedback and a curious mind. So armed, we tackled the challenge of how we could reduce complaints and get the business excited about the possibilities of (and invest in) an experience that generally lasts less than a minute. Sometimes the problem you’ve been asked to solve isn’t the one that needs fixing. And sometimes we need to stand back and look at the bigger picture before we understand where the solution lies.
What you’ll learn from this presentation is how you can make an impact without a big budget and how you win the right to do more amazing stuff in the future.