A banking client took me to lunch recently and paid the bill using a credit card from another bank. What does it say about your products if your own staff doesn’t use them, especially when dealing with customers?
Many financial institutions have outsourced their credit card business, but most still offer them under their own name through third parties. If it’s a product that carries your brand, then it is one your staff should promote when they are interacting with customers.
I started my banking career at Citibank. We competed directly with American Express in the credit card business, and you just didn’t submit expense reports with an Amex receipt (or you’d get a nasty note from the “accounts payable police”). It wasn’t our brand and we earned our paycheck from selling our products, not by collecting frequent flyer miles on a competitor’s card.
What does it tell our customers if we don’t use our own products — if you’re not advocates for your brand, who will be?
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