From the outside, it might seem that issues involving customer service won't dampen the success of a superstar brand. After all, are a series of complaints really going to undo all the hard work that's been put into building a company with thousands of branches and an unimpeachable industry presence? The answer, of course, is yes, which is why smart businesses will devote their time and resources to making decisions to bolster their systems, maybe with a live answering service, where it counts. Along these lines, it shouldn't be too surprising that Bank of America is now redesigning many aspects of its business to help better accommodate its clients.
According to NewsFactor, the banking company is looking to refurbish its outward-facing components on all levels, from the layout of its physical locations to online customer services. The banks are being made more inviting to account holders and other customers, with comfortable decor, streamlined service and professional consultations. This effort can be seen across several platforms and includes technological innovations as well, such as video ATMs that would allow for interactions between employees and customers separated by distance. The chain's renewed focus on these kinds of renovations is particularly significant in the wake of the large amount of general consumer complaints BOA has generated. But allegedly, the new additions have so far resulted in improvements in on-site visits.
This makes for a good case study for those companies unsure of ways to progress when it comes to changing bad habits. Listening to the problems experienced by customers is the first step to ascertaining what areas need the most reworking or restructuring. But though a dramatic shift may seem like a big gamble or an act of desperation, it can also be a signal to all involved that a company is ready to start fresh, and value its customers more highly.