Chances are that if you have ever stepped into a bank (who hasn’t?) that your experience was mostly dependent upon how well the bank employee served your needs. Sure you might comment on the line being too long, but once you were served, did you walk away with a positive experience? The positive experiences add up, and are foundation for a positive relationship. Positive relationships usually are the reason you recommend your bank when a friend or co-worker asks how you like your bank.
Wells Fargo has a heritage of positive customer relationships in their stores (retail bank offices). Kimarie Matthews, VP of Customer Advocacy and Loyalty at Wells Fargo Internet Services Group, shares her view of the Ant’s Eye View and bringing the Wells Fargo store legacy online.