dancingmango

Day trip to Shenzhen

Day trip to Shenzhen from Hong Kong. Most nationalities can now get visas at the border (why do us Brits get screwed with such expensive visas?), but be warned, you have to pay for them in RMB. Once you’ve cleared immigration Hong Kong side there is no ATM, so if you’ve got no Chinese money, you are at the mercy of the folk in no-mans land. There’s a counter by the visa office that will change money, but the rate is truly lousy.

Words are slippery things

Want to prove it? Take a sheet of paper. Tear it in half (under the table so I can’t see).  Now show the two halves.  You tore it in half side-ways didn’t you.  I tore it length-ways.  Same instruction, same materials, completely different result.

Where’s the call to action?

On logging in to your HSBC Hong Kong personal bank account the customer gets a brochureware spashpage promoting HSBC products (why no account summary?).  To access their accounts (the reason the customer has gone to the trouble of logging in) the primary call to action is in a box on the right hand side of the screen.  It’s the <Show> button next to gray-on-gray text “My Accounts”.   The strongest call to action is to the ‘new trading site’ Stock Xpress.  It’s a small point, but a call to action as important as account access should more prominent and be the focal point, not an easily missed button.

A pat on the back

Listening to your customers is not just about understanding how you can improve, it should also be about recognising when you do good. Especially if you are a people business, do you have a mechanism for enabling your customers to thank a member of your staff for outstanding service?

In your IVR do you have an option at the end of the call to let the customer give positive feedback on the representative who handled the call?

How about on your website? Do you have a form like British Airways does to enable a customer to simply “thank a staff member“? And if you do, do you have the process to ensure that the staff member will learn of the feedback, that it will feature in their review process and will be recognised for being what your brand should be all about, delighting your customers?