Альфа-банк выставит переписку с клиентами, в том числе и недовольными, на всеобщее обозрение

{"ID":"402059","~ID":"402059","TAGS":"","~TAGS":"","NAME":"Альфа-банк выставит переписку с клиентами, в том числе и недовольными, на всеобщее обозрение","~NAME":"Альфа-банк выставит переписку с клиентами, в том числе и недовольными, на всеобщее обозрение","IBLOCK_ID":"54","~IBLOCK_ID":"54","IBLOCK_SECTION_ID":"4067","~IBLOCK_SECTION_ID":"4067","DETAIL_TEXT":"\r\n\u003Cdiv align=\u0022justify\u0022\u003E\u003Cspan class=\u0022kobl-text-content\u0022\u003EЖалобы и пожелания клиенты могут оставить на специальном сайте \u003Ca href=\u0022http:\/\/idea.alfabank.ru\u0022 target=\u0022_blank\u0022 \u003Eidea.alfabank.ru\u003C\/a\u003E. В ходе регистрации банк удостоверится, что оставляют сообщения реальные клиенты, хотят подписываться собственными именами им необязательно. Все предложения, включая жалобы и негативные отзывы, будут публиковаться и изучаться профильными специалистами, уверяет член правления Альфа-банка Алексей Марей. \u0026laquo;Клиенты практически создают банк для себя\u0026raquo;, \u0026mdash; говорит он. Банк и раньше старался отслеживать мнения клиентов на разных ресурсах в интернете, но сбор и анализ отзывов из разрозненных источников \u0026laquo;занимает много времени и не всегда можно учесть все\u0026raquo;, говорит Марей.\u003C\/span\u003E\r\n  \u003Cbr \/\u003E\r\n\u003Cspan class=\u0022kobl-text-content\u0022\u003E\u003C\/span\u003E\r\n  \u003Cbr \/\u003E\r\n\u003Cspan class=\u0022kobl-text-content\u0022\u003EЗа пару дней на сайт поступило почти 100 предложений, причем жалоб из них было только две. Возможно, это потому, что первыми о сервисе узнали лояльные пользователи, подписанные на новости банка. Большинство предложений \u0026laquo;здравые\u0026raquo;, рад Марей. К примеру, один из клиентов пишет, что \u0026laquo;очень часто заработная плата выдается серая и по карточному счету проходят не все средства\u0026raquo;. Если серую часть зарплаты клиент также вносит на счет в банке, эти обороты уместно учитывать при оценке доходов для выдачи кредита, продолжает он. В ответе директора по кредитным продуктам Альфа-банка Григория Бабаджаняна указано, что \u0026laquo;предложение абсолютно правильное\u0026raquo; и будет внедрено во II квартале 2011 г. Оставленные на сайте идеи отслеживаются ежедневно, а раз в месяц предложения для реализации будут отбираться специальным комитетом идей. Если предложений будет много, то для выбора приоритетных для реализации на сайте будет объявляться голосование среди клиентов. Такое общение с клиентами \u0026mdash; \u0026laquo;революционная идея для российского рынка\u0026raquo;, говорит Марей и признается, что \u0026laquo;подсмотрел это у Starbucks и Dell\u0026raquo;.\u003C\/span\u003E\r\n  \u003Cbr \/\u003E\r\n\u003Cspan class=\u0022kobl-text-content\u0022\u003E\u003C\/span\u003E\r\n  \u003Cbr \/\u003E\r\n\u003Cspan class=\u0022kobl-text-content\u0022\u003EВ \u0026laquo;ВТБ 24\u0026raquo; обращения поступают по телефону, электронной и обычной почте, через точки продаж банка, различные интернет-форумы, перечисляет вице-президент \u0026laquo;ВТБ 24\u0026raquo; Наталья Смирнова. \u0026laquo;Все предложения изучаются, систематизируются и направляются в бизнес-подразделения для оценки их реализации\u0026raquo;, \u0026mdash; уверяет она. Впрочем, что конкретно из предложений клиентов было внедрено, в банке уточнить не смогли. В Сбербанке тоже нет отдельного ресурса, куда клиенты могли бы направлять предложения по улучшению работы банка. В Промсвязьбанке \u0026laquo;два основных канала обратной связи \u0026mdash; отделения, где можно поговорить с менеджером или написать в книгу отзывов и предложений, и сайт banki.ru\u0026raquo;, говорит директор департамента розничных продаж Промсвязьбанка Егор Шкерин. В месяц через эти каналы поступает \u0026laquo;более сотни предложений\u0026raquo;, но клиенты чаще оставляют претензии или благодарности, а \u0026laquo;конструктивные предложения\u0026raquo; о совершенствовании продуктовой линейки или технологий очень редки. В \u0026laquo;Юниаструм банк\u0026raquo; по телефону, электронной почте и через сайт поступают \u0026laquo;тысячи предложений и отзывов в месяц\u0026raquo;, сказал зампред правления банка Олег Швецов. Из внедренного по просьбам клиентов \u0026mdash; услуга рефинансирования потребкредитов в других банках, говорит он. \u0026laquo;Специальный сервис, где клиенты могут видеть, кто занимается их предложением и в какие сроки оно будет внедрено, \u0026mdash; это очень прогрессивная идея\u0026raquo;, \u0026mdash; оценивает Шкерин и признается, что в его банке это тоже \u0026laquo;было бы хорошо\u0026raquo;.\u003C\/span\u003E\r\n  \u003Cbr \/\u003E\r\n\u003Cspan class=\u0022kobl-text-content\u0022\u003E\u003C\/span\u003E\r\n  \u003Cbr \/\u003E\r\n\u003Cspan class=\u0022kobl-text-content\u0022\u003EИсточник: \u003Ca href=\u0022http:\/\/www.vedomosti.ru\/newspaper\/article\/248041\u0022 target=\u0022_blank\u0022 \u003Ehttp:\/\/www.vedomosti.ru\/\u003C\/a\u003E\u003C\/span\u003E\u003C\/div\u003E\r\n","~DETAIL_TEXT":"\r\n\u003Cdiv align=\u0022justify\u0022\u003E\u003Cspan class=\u0022kobl-text-content\u0022\u003EЖалобы и пожелания клиенты могут оставить на специальном сайте \u003Ca href=\u0022http:\/\/idea.alfabank.ru\u0022 target=\u0022_blank\u0022 \u003Eidea.alfabank.ru\u003C\/a\u003E. В ходе регистрации банк удостоверится, что оставляют сообщения реальные клиенты, хотят подписываться собственными именами им необязательно. Все предложения, включая жалобы и негативные отзывы, будут публиковаться и изучаться профильными специалистами, уверяет член правления Альфа-банка Алексей Марей. \u0026laquo;Клиенты практически создают банк для себя\u0026raquo;, \u0026mdash; говорит он. Банк и раньше старался отслеживать мнения клиентов на разных ресурсах в интернете, но сбор и анализ отзывов из разрозненных источников \u0026laquo;занимает много времени и не всегда можно учесть все\u0026raquo;, говорит Марей.\u003C\/span\u003E\r\n  \u003Cbr \/\u003E\r\n\u003Cspan class=\u0022kobl-text-content\u0022\u003E\u003C\/span\u003E\r\n  \u003Cbr \/\u003E\r\n\u003Cspan class=\u0022kobl-text-content\u0022\u003EЗа пару дней на сайт поступило почти 100 предложений, причем жалоб из них было только две. Возможно, это потому, что первыми о сервисе узнали лояльные пользователи, подписанные на новости банка. Большинство предложений \u0026laquo;здравые\u0026raquo;, рад Марей. К примеру, один из клиентов пишет, что \u0026laquo;очень часто заработная плата выдается серая и по карточному счету проходят не все средства\u0026raquo;. Если серую часть зарплаты клиент также вносит на счет в банке, эти обороты уместно учитывать при оценке доходов для выдачи кредита, продолжает он. В ответе директора по кредитным продуктам Альфа-банка Григория Бабаджаняна указано, что \u0026laquo;предложение абсолютно правильное\u0026raquo; и будет внедрено во II квартале 2011 г. Оставленные на сайте идеи отслеживаются ежедневно, а раз в месяц предложения для реализации будут отбираться специальным комитетом идей. Если предложений будет много, то для выбора приоритетных для реализации на сайте будет объявляться голосование среди клиентов. Такое общение с клиентами \u0026mdash; \u0026laquo;революционная идея для российского рынка\u0026raquo;, говорит Марей и признается, что \u0026laquo;подсмотрел это у Starbucks и Dell\u0026raquo;.\u003C\/span\u003E\r\n  \u003Cbr \/\u003E\r\n\u003Cspan class=\u0022kobl-text-content\u0022\u003E\u003C\/span\u003E\r\n  \u003Cbr \/\u003E\r\n\u003Cspan class=\u0022kobl-text-content\u0022\u003EВ \u0026laquo;ВТБ 24\u0026raquo; обращения поступают по телефону, электронной и обычной почте, через точки продаж банка, различные интернет-форумы, перечисляет вице-президент \u0026laquo;ВТБ 24\u0026raquo; Наталья Смирнова. \u0026laquo;Все предложения изучаются, систематизируются и направляются в бизнес-подразделения для оценки их реализации\u0026raquo;, \u0026mdash; уверяет она. Впрочем, что конкретно из предложений клиентов было внедрено, в банке уточнить не смогли. В Сбербанке тоже нет отдельного ресурса, куда клиенты могли бы направлять предложения по улучшению работы банка. В Промсвязьбанке \u0026laquo;два основных канала обратной связи \u0026mdash; отделения, где можно поговорить с менеджером или написать в книгу отзывов и предложений, и сайт banki.ru\u0026raquo;, говорит директор департамента розничных продаж Промсвязьбанка Егор Шкерин. В месяц через эти каналы поступает \u0026laquo;более сотни предложений\u0026raquo;, но клиенты чаще оставляют претензии или благодарности, а \u0026laquo;конструктивные предложения\u0026raquo; о совершенствовании продуктовой линейки или технологий очень редки. В \u0026laquo;Юниаструм банк\u0026raquo; по телефону, электронной почте и через сайт поступают \u0026laquo;тысячи предложений и отзывов в месяц\u0026raquo;, сказал зампред правления банка Олег Швецов. Из внедренного по просьбам клиентов \u0026mdash; услуга рефинансирования потребкредитов в других банках, говорит он. \u0026laquo;Специальный сервис, где клиенты могут видеть, кто занимается их предложением и в какие сроки оно будет внедрено, \u0026mdash; это очень прогрессивная идея\u0026raquo;, \u0026mdash; оценивает Шкерин и признается, что в его банке это тоже \u0026laquo;было бы хорошо\u0026raquo;.\u003C\/span\u003E\r\n  \u003Cbr \/\u003E\r\n\u003Cspan class=\u0022kobl-text-content\u0022\u003E\u003C\/span\u003E\r\n  \u003Cbr \/\u003E\r\n\u003Cspan class=\u0022kobl-text-content\u0022\u003EИсточник: \u003Ca href=\u0022http:\/\/www.vedomosti.ru\/newspaper\/article\/248041\u0022 target=\u0022_blank\u0022 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