The Heart Behind Customer Experience

By: Jonathan Briscoe

“We are what we repeatedly do. Excellence, then, is not an act, but a habit.” – Aristotle

In the realm of banking and business, customer service stands as a cornerstone, defining the success and longevity of any enterprise. It’s the lifeblood that connects an institution with its clients, building trust and fostering loyalty. A recent encounter I had at a local business chain starkly highlighted the critical role of customer service. When a manager, summoned to resolve an issue, casually mentioned to another employee that she would “rather just lock the door,” it was a moment that erased all previous positive experiences. Although my issue was ultimately resolved, it left me with a strong desire to never return.

This incident serves as a powerful reminder that, in business, each interaction holds the weight of the entire customer relationship. In banking especially, where trust and reliability are paramount, the impact of customer service cannot be overstated. Every customer interaction, from a simple transaction to a complex financial consultation, is an opportunity to demonstrate commitment and care. It’s not just about solving problems; it’s about showing that each customer matters, that their concerns are heard, and that their experience is valued.

Philosophically, we might consider customer service as the expression of a company’s ethos. It’s a reflection of how we view the people who choose to engage with us, trusting us with their business and, often, their personal aspirations. This becomes even more heartfelt as we deal with financial futures, dreams, and security. The trust placed in us is sacred, and each interaction is a chance to honor that trust. So, how should we approach customer service in banking and beyond? It’s about more than just resolving issues-it’s about creating a welcoming atmosphere where every customer feels valued and respected. In every interaction, we have the power to either strengthen or weaken the relationship with our customers.

In our day-to-day interactions, are we truly prioritizing the human element in our business practices? Are we actively listening and responding with empathy, or are we merely going through the motions? The answers to these questions will shape the future of our customer relationships and, ultimately, the success of our businesses.