Wells
Fargo
Leads
And
Target
Lags
In
Website
Evaluations
Of
10
Large
Banks
And
Retailers
By
Bruce
Temkin Customer
Experience
Transformist
&
Managing
Partner Temkin
Group
December
2010
www.temkingroup.com
Executive
Summary
Just
about
every
bank
and
retailer
provides
a
store
or
branch
locator
on
its
site.
But
how
user-friendly
are
the
experiences?
Mostly
mediocre.
Temkin
Group
evaluated
10
large
retailers
and
banks
using
its
SLICE-B
experience
review
methodology.
Wells
Fargo
ended
with
the
only
excellent
rating
and
Target
was
alone
at
the
bottom
with
a
poor
rating.
All
of
the
sites
struggle
to
support
users
goals
after
they
find
the
nearby
stores.
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www.temkingroup.com
Goals
Initial goal: The user tries to find the closest branch or store location to her home, the hours that it is open, the distance in miles, and driving directions. Follow-on goals: Find directions Print information Send information to cell phone via email or text message
Companies evaluated
Banks: Bank of America Chase Citibank US Bancorp Wells Fargo Retailers: Home Depot Kroger Target Walgreens Walmart
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Figure
1:
Online
Store
Finder
Experiences
Evaluated
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www.temkingroup.com
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Figure
2:
Overall
Evaluation
Of
Online
Store
Finders
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www.temkingroup.com
Figure
3:
Average
Score
By
SLICE-B
Category
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www.temkingroup.com
L
4 4 1 0 0 1 -1 -1 0 0
I
4 4 4 4 4 0 3 3 1 3
C
4 4 4 4 3 4 3 -1 3 4
E
-2 -2 -3 -5 -5 -2 -4 -2 -3 -4
B
4 1 1 4 3 1 3 4 1 1
Total
18 15 11 11 9 8 7 7 6 1
Lowest score for company Scoring key: <1: Poor 1 or 2: Okay 3 or 4: Good
Figure
4:
Scores
For
SLICE-B
Experience
Categories
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www.temkingroup.com
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www.temkingroup.com
Start
Locate
Interact
Complete
End
Brand Coherence
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www.temkingroup.com
Any search parameters, from full address to just a zip code, can go in the same bar
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Figure
6:
Bank
Of
America
Provides
A
Flexible
Search
Bar
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www.temkingroup.com
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Figure
7:
Walmart
Allows
Searching
From
The
Homepage
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www.temkingroup.com
Advanced settings for selecting ATM and branches helps target correct result
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Figure
8:
Wells
Fargo
Offers
ATM
And
Branch
Search
Options
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www.temkingroup.com
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Figure
9:
Kroger
Layout
Makes
It
Easy
To
Locate
Store
Finder
Link
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www.temkingroup.com
All of the necessary information is listed on the initial results page; no need to go to a details page to find store hours
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Figure
10:
Chase
Provides
Deep
Content
On
Initial
Results
Page
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www.temkingroup.com
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Figure
11:
Walmart
Reinforces
Its
Brand
On
The
Results
Page
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www.temkingroup.com
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Figure
12:
Temkin
Group
SLICE-B
Methodology
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www.temkingroup.com
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www.temkingroup.com
Its a journey, not a project. Building the capabilities to consistently delight customers doesnt happen overnight. Companies need to plan for a multi-year corporate change program. We can help you make a difference. Transformation isnt easy, but leading your company to be more customer-centric is worth the effort. We help our clients accelerate their results and avoid many of the bumps along the way.
Temkin
Group
combines
customer
experience
thought
leadership
with
a
deep
understanding
of
the
dynamics
of
large
organizations
to
accelerate
results.
We
and
help
companies
build
the
four
competencies
required
for
long-term
success:
1.
Purposeful
Leadership.
Does
your
executive
team
operate
consistently
from
a
clear,
well-articulated
set
of
values?
2.
Engaged
Employees.
Are
employees
fully
committed
to
the
goals
of
your
organization?
3.
Compelling
Brand
Values.
Are
your
brand
attributes
driving
decisions
about
how
you
treat
customers?
4.
Customer-connectedness.
Is
customer
feedback
and
insight
deeply
integrated
throughout
all
of
your
internal
processes?
Temkin Group provides a number of services that include: Interactive workshops to instill a common mindset, vocabulary, and approach across an organization. Strategic reviews of customer experience plans and objectives to identify opportunities for accelerating efforts and avoiding missteps along the way. Assessments of customer experience competencies to identify and close critical gaps. Senior executive sessions to ensure appropriate levels of alignment and commitment. Executive coaching to help executives leading customer experience efforts. Speeches and webinars to teach customer experience concepts.
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