By Chirag Buch, Director, Kantar Insights
A couple of months back I got a call from a sales representative at a bank. She was not trying to sell me any product. Her only question was “How was I doing in these difficult economic times and if the bank can help me in any way.”
I am sure this was also part of a prewritten script, but what was different about this compared to other sales calls I get regularly was the ‘empathy’ behind that voice. That made me think; have banks missed a trick or two during these critical times in the life of its customer? I have relationships with multiple banks for different products but only one bank bothered to call me and check how was I doing;
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