Don't Blindside Your Customers
Ronni Marshak · 2012
A recent systems upgrade performed by Bank of America resulted in the loss of online customer passwords. Customers attempting to logon to bankofamerica.com were therefore informed that their passwords weren’t valid. Rather than preparing customers and providing instructions about what to do, customers were left to fend for themselves. When there is an emergency service interruption to your customer experience, it’s important to have processes in place to remedy the situation. Bank of America missed that opportunity and was deluged with calls from frustrated and annoyed customers.