Building Effective Systems

and a ‘Thank You’ note to Standard Chartered Bank

So I misplaced my debit card and all I needed to do was request a new one from my mobile banking app. My bank - Standard Chartered sent a new one to my house at no cost. I’ve misplaced debit cards from my other banks but I’ve not gotten them back because I hate queues so I just find another means to do the same transaction, and yes, I stick to Standard Chartered if I must use a card.

Since the CBN rendered all existing cheque books void, it’s been three weeks since I requested a new one from Fidelity Bank, and whilst it is most likely ready, I haven’t found time to go get it from the bank.

The point is, just like a bank has shown, every system can be more effective if you care enough…

If you care enough about the user.

If you care enough about ‘better’.

If you care enough about the experience you bring.

If you care enough, you will know the pain points.

If you care enough, you will solve the tiniest problems that matter.

If you care enough, you will maximize the user experience.

If you care enough to make it about the user and not you, even if it might cost a bit more.

That’s how to build a tribe, not just a company.

That’s how to build a brand, not just a business.

And yes, it makes you more money, long term.

Organized is not the same as effective. The question is, how faster, easier and better can it get?

Every bank can send my card home, most of them just choose not to.

Thank you Standard Chartered Bank.