MAKE A MEME View Large Image How do you pro-actively attract customers through the ATM machine and gain new customers by exploring new channels of gathering customer data? Summary: 1) Approach ATM 2) Look at touchscreen advertisement on bank product 3) Select option on ...
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Keywords: retail australia melbourne to organise toorganise How do you pro-actively attract customers through the ATM machine and gain new customers by exploring new channels of gathering customer data? Summary: 1) Approach ATM 2) Look at touchscreen advertisement on bank product 3) Select option on touchscreen button "I am interested. Contact me." 4) ATM prompt user to insert ATM card to continue. 5) ATM logs user information, route to contact centre to call customer. Now that is Pro-active. vs asking customer to spend on SMS, time, effort and memory to remember the number to contact regarding the product on the advertisement or queuing at the bank. Observation: As i approach a OCBC ATM, A. The advertisement switches from one to the other too quickly for me to absorb the information B. Some of the advertisement is overfilled and cluttered with information C. There is no direct way for the Bank to contact me if i have an interest in a product from the advertisement on the ATM touchscreen; it is too troublesome for me to remember or search for the Bank's hotline to call in or queue or even go to the Bank to ask to buy a product. Not everyone has the initiative or the free time to do so. Suggestion: A. De-clutter each advertisement and lengthen the advertisement switch times B. A button to click next to cycle through each advertisement C. Most importantly, most people who approach an OCBC Bank ATM are existing account holders, very few people who are not account holders will go the ATM to play with it... thus offer a way/ button e.g. 'I am interested, contact me' button on the advertisement shown on the touchscreen of the ATM. After the user pressed the button ‘interested’ on the touchscreen, next the user could slot the ATM card in, the machine would be able to retrieve the user information and send a sales person to contact the user. Benefits: A. Pro-active approach compared to 'tell and wait' approach to solicit customers B. Low cost and low effort implementation C. Technology exist thus it can be done, it depends if you want to D. If the above suggestion for enhancing the feature for ATM advertisements are not feasible, what would be your suggestion for the Bank to adopt a pro-active approach in soliciting customers? Would the ATM advertisement be useful at all? If not, would it save cost to remove ATM advertisement altogether? Would the above result in additional cost to the bank? Would the contact centre resist this as this would put on additional workload on them and thus the need to hire more people and lower their Bonus? What could future designers learn from this observation? Could future designers use this observation to come up with a new design to improve the lives of people and make a profit? I wish i could antagonise the management of the organisation enough for them to spend money on an airticket or hire people in Australia to pay for a seat in the function i am working at to give poor feedback on my service or my workplace in retaliation. I hope this feedback would bring money into the Airlines companies, private investigators and my workplace. How do you pro-actively attract customers through the ATM machine and gain new customers by exploring new channels of gathering customer data? Summary: 1) Approach ATM 2) Look at touchscreen advertisement on bank product 3) Select option on touchscreen button "I am interested. Contact me." 4) ATM prompt user to insert ATM card to continue. 5) ATM logs user information, route to contact centre to call customer. Now that is Pro-active. vs asking customer to spend on SMS, time, effort and memory to remember the number to contact regarding the product on the advertisement or queuing at the bank. Observation: As i approach a OCBC ATM, A. The advertisement switches from one to the other too quickly for me to absorb the information B. Some of the advertisement is overfilled and cluttered with information C. There is no direct way for the Bank to contact me if i have an interest in a product from the advertisement on the ATM touchscreen; it is too troublesome for me to remember or search for the Bank's hotline to call in or queue or even go to the Bank to ask to buy a product. Not everyone has the initiative or the free time to do so. Suggestion: A. De-clutter each advertisement and lengthen the advertisement switch times B. A button to click next to cycle through each advertisement C. Most importantly, most people who approach an OCBC Bank ATM are existing account holders, very few people who are not account holders will go the ATM to play with it... thus offer a way/ button e.g. 'I am interested, contact me' button on the advertisement shown on the touchscreen of the ATM. After the user pressed the button ‘interested’ on the touchscreen, next the user could slot the ATM card in, the machine would be able to retrieve the user information and send a sales person to contact the user. Benefits: A. Pro-active approach compared to 'tell and wait' approach to solicit customers B. Low cost and low effort implementation C. Technology exist thus it can be done, it depends if you want to D. If the above suggestion for enhancing the feature for ATM advertisements are not feasible, what would be your suggestion for the Bank to adopt a pro-active approach in soliciting customers? Would the ATM advertisement be useful at all? If not, would it save cost to remove ATM advertisement altogether? Would the above result in additional cost to the bank? Would the contact centre resist this as this would put on additional workload on them and thus the need to hire more people and lower their Bonus? What could future designers learn from this observation? Could future designers use this observation to come up with a new design to improve the lives of people and make a profit? I wish i could antagonise the management of the organisation enough for them to spend money on an airticket or hire people in Australia to pay for a seat in the function i am working at to give poor feedback on my service or my workplace in retaliation. I hope this feedback would bring money into the Airlines companies, private investigators and my workplace.
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