Standard Bank asks customers for ideas on how it can improve servicE - surely an excellent idea and one that other banks embrace - but vociferously not Bank of America?Submitted ideas are posted on the bank's site, enabling other customers to vote for them and add their own comments. Several ideas have been posted such as asking for a tool to track home loan applications, a small business networking facility and a change to the current "boring and annoying" call centre music. This is following the healthy example of HSBC First Direct in the UK which recently introduced a section, Talking Point, to its site where customers can leave an open message.
The contrast could not be greater than Bank of America, one of the world's very biggest banks. BoA specifically asks people not to contact it with ideas and suggestions for customer service improvement. It states, "unsolicited idea submission policy - Bank of America and its associates do not accept or consider unsolicited ideas, including ideas for new or improved products, processes or technologies, product enhancements, advertising and marketing campaigns, promotions or new product names. Please do not send any original materials, suggestions or other items," and "If, despite our request not to send us your ideas, you still do, then regardless of what your communication states, the following terms shall apply to your idea submission. You agree that: (a) your ideas will automatically become the property of Bank of America, without compensation to you,
(b) Bank of America can use the ideas for any purpose and in any way, and
(c) any information you provide will be considered non-confidential."
Of course, part of the problem is the litigious and rights culture of USA where if in fact someone posted an idea and it happened to coincide subsequently with a reform or innovation by the bank whoever submitted the exact same or roughly similar suggestion would have a viable claim for compensation reward, which in the US courts easily translates into many $millions at the behest of no-win no-fee greedy lawyers.
