Surely it can't be this difficult....
Online banking and ATMs do make our lives easier but what happens when one or other of these facilities is closed to us?
I recently opened a new business bank account and duly received my shiny new debit card and security device for the online banking. However what did not arrive was the PIN number and the rest of the information to activate the online banking facility. I guess these got caught up in the postal strike. So this has posed the question of how to access my money?
I have requested a new PIN number and online banking activation details and I am hoping that these will not get caught up in the postal strike to come.
I thought I could go into the bank with my debit card to draw out some cash instead but no I cannot do so without a cheque book.
This reminded me of an incident a while ago that happened to an old work colleague of mine. He had had some blank cheques stolen from his cheque book and money had been taken from his account. When the requested copy of the cheque arrived for him to check, the cheque has been cleared by the bank with a signature completely unlike his own.
So how is it that it is apparently quite easy to steal money from someone else’s account, and we hear about identity theft as well all the time, but it can be so hard to withdraw your own money from your own branch with your own card and loads of ID? There is obviously a need for security when it comes to safeguarding our accounts but surely the bank should not make the process of using their services so difficult and inflexible?
This has led me to wonder how many businesses have made their websites user friendly, in particular if it is an e-commerce site, so it is simple and straightforward for people to buy from them, interact with them and want to use them again?
Does the design, layout and navigation makes the selection and order process easy to use?
How many clicks does it take to place an order?
Are there a variety of payment options?
What does happen when a problem occurs?
Is there a backup plan for the order processing so that order confirmations and receipts etc can be seen if the originals emails are caught up in spam filters?
Are the contact details clearly visible and easy to find if the customer needs to contact you?
These are just a few of the elements that can make people want to use your website again and again. A fantastic customer experience can really make a difference to your bottom line and set you apart from your competitors.
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