Saturday, August 14, 2010

ICICI & the Banking system

The Thought

Banks in india push for new accounts. But as human, we rarely change the bank even if the scheme is lucrative enough. So, its advantageous for banks, to have customers open a new account with them, thus ensuring a locked in money. But what strategies do they follow to get new customers, and what will work in this changing scenario.

SBI atm's became a bit slower than usual last thursday. May be, SBI was doing only "Banking"( as in banking our money) and nothing else. So I switched on to HDFC ATM.
Now HDFC has a ATM system, where they ask you to put the card inside a machine, and not swap it. One big point of interaction problem, because, with endless stories out in the market that the card doesnt comes out, still, being an early adopter, I tried my luck.
After 4 minutes of wait and the whole process, HDFC ATM sent me the card back, saying transaction not possible. I thought, the poster they have put on the doors of every ATM that they accept cards from all Banks, will stand the test of time. But, No issues. The guard was a good fellow, pursuaded me to ICICI, and here the story started.

Everything went fine, but when I came out, there was this man in tie, started waiting for me to get out completely.
Then he started.
" Sir, do you have an account with ICICI", ( well most probably if I am using an ICICI atm, mostl probably I am having an account with them.
To test the waters, I said "No".He said, "Sir, great schemes have come up, I can tell you".
Me, " I am bit in a hurry, buddy", may be some other time".
He," Sir, no problem, I will come when you will be free, give me your contact number".
Me," What are you paid".
He, " Sir, usually our pay ranges from 15,000 Rs-20,000 Rs.".

Now here is the problem.

PROBLEM 1: Interruption.
No customer goes to ATM to get interrupted. In fact, the very idea of an ATM is to minimize the talks and have a smooth transaction.

PROBLEM 2: Take Permission
You can take permission to interact with me, even for the first interaction.
So something to make me interested in your services?

SOLUTIONS:
How about a New Campaign:
ICICI spend crores of Rupees, in buying ads in electronic media, print, digital. Instead of spending this money, why not use it better.

Have a campaign called, " Advantage ICICI".or more colloqual " Paisa dega ICICI".
Whenever a customer,  new or old drops in to your ATM and makes a transaction.
You Pay them an amount more than the amount he asked for.
Like if the amount withdrawn is 5000, you pay them 5010, Rs.
Or better,
Just Joined a Job, submit your details in any ICICI bank outlet, with your Joining letter, and get a free "Advanage account".
The free advantage account will help you earn MORE AND SAVE MORE after a initial period of 3 months.
You can deposit a Minimum 10,000 rs and once 3 Months crosses, for each transaction, based on the amount you have saved, you get the bonus.
Like if you deposited, 1 lakh Rs and withdraw 5000, YOU GET 5100 rs. ( 100 Rs Extra)
Any Bank, YOU.
Deposit More, Withdraw Less,
With ICICIYou Save More, Withdraw More.
This idea needs further refinement, but only if you can come up with a Pull strategy, you can do a great Brand building, and bring prosperity for your Business.

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1 Comments:

At August 17, 2010 at 5:57 PM , Blogger ICICI Bank Care said...

Dear Abhinna,

We apologize for the experience you had and also appreciate your feedback. Please write to us with your suggestions and complaints at care@icicibank.com. We will be glad to hear from you.

Regards,
ICICI Bank Customer Service Team.

 

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