It’s one thing to be focused on your own experience, but what about your industry’s ecosystem and its effect on the customer experience?
Two recent personal experiences with banks highlighted the need to be aware of an industry’s entire ecosystem and how it can improve — or worsen — an individual company’s experience.
In each experience, I applied for a new account with a bank. One was a credit card account, and the other was a checking account. And in each experience, the bank wanted to check my credit report.
The only problem? I have chosen to voluntarily freeze my credit reports with the three major U.S. credit score providers, and the banks seemed oblivious to this fact… CONTINUE READING