Skip to main content
Now building my TET.Life Store.

My Bank is Nothing Like This.

I've written about the inappropriate levels of customer service at my bank before in My Bank Doesn't Understand Customer Service. That time I didn't name them but there's no avoiding it this time.

The Commonwealth Bank of Australia has been running a TV ad campaign with the slogan Determined to be different. Their latest ad on high TV rotation I've embeded below. Take a moment to watch it as the rest of this article will be referencing the ad.



The first thing that struck me as odd was the Banking Concierge who meets you at the door?

The closest my bank has come to a Concierge is when I wrote previously about my banks Customer Service staff (see aforementioned article link above) accosting me with a "Hello, how are you? Just going to the Tellers are we?" greeting.

They didn't greet me at the door but kind of spoke to me from the Customer Service Desk before I could get past to the tellers. I can only imagine most people gave the same some what confused response I did at the time as this practice of greeting people who didn't actually approach the Customer Service Desk was dropped rather quickly.

Moving on to the main character of the commercial, Sara Kennedy, who is attempting to break the world record in triple bank transaction...what the? Let's imagine this was you or I.

We're greeted at the door by the bank concierge who assesses our needs, directing us to the banking consultant who can help us open a term deposit. He then escorts us to a free teller, as the other people in the bank go wild clapping at our progress (how many happy, smiley people have you ever seen queuing in a bank?).

At the teller we go for the 'unthinkable, a single transfer, double deposit with a triple cash back twist'... we'll get back to that in a moment... as the concierge now escorts us back down the main straight leading out of the bank, completing our banking in record time.

One can't help but think that all this could have been achieved faster without some fictional concierge getting between you and the Customer Service desk.

Not only that but how hard is banking anyway that the bank needs to hire a concierge just to 'assess your needs'. Isn't that what the customer service people and banking consultants are for? Who the hell is this extra guy escorting us around the bank in record time?

Have a look at the ad again and this time imagine the concierge is wearing a badge labeled 'Security'. Suddenly you see this ad in a whole new light. That guy is actually watching your every move to make sure you're not stealing the money! Think about it. He's looking over Sarah's shoulder every step of the way.

Back to that transaction. So just what the f**k is a single transfer, double deposit with a triple cash back twist? My guess is it's a transfer of money into your account from some other account, followed by two cash deposits... after that the triple cash back is a mystery. Did Sara get triple the money back that she deposited into her term deposit in cash? I've no idea? I should probably go ask that bank concierge - except he doesn't exist in my local branch?

This ad, as well as many of the other ads in the Commonwealth bank's latest ad campaign, which you can view in a playlist on the bank's Youtube channel, are meant to be a tongue in cheek. Unfortunately they fail because so much of what is described in many of them just doesn't happen as part of the real customer experience.

Take this video from the series titled 'Call You Back'...



It starts out all well and good but when, if ever, has not one but four Commonwealth Bank employees turned up unannounced at anyones house, for any reason ever, that wasn't related to a foreclosure on a house mortgage?

In essence this particular ad campaign reinforces the notion that banks live in 'bank world', which is a place where the customer experience is unlike anything you've ever experienced in a bank on this planet.

It almost feels like the Commonwealth Bank isn't targeting these brand ads at customers at all. It seems like they're intended to target other banks. The message? We're making so much profit we can actually advertise the kind of customer service we provide in bank world (rather than the real world) and real people will still bank with us.

The sad part is, they're probably right. As much as I complain about my bank it's just easier to stick with them than move. I've been with my bank for 24 years now. It's not even the bank that's keeping me there. It's everything else I have linked to my accounts. Were I to close my accounts I'd be making a small mountain of admin work for me to sift through. Who wants that?

I think my bank knows this too. That's why they're laughing at us, not with us, with this ridiculous branding campaign that has nothing at all to do with a great banking experience, great products or even spotlighting actual satisfied customers.

They're doing what banks do best when it comes to everything from interest rate rises to bank fees... they just make sh*t up and know the customer will just have to wear it.

Now where's my triple cash back twist?!

Comments


Buy Gifts and Apparel featuring art by TET

Popular posts from this blog

Guest Post: MY SOOPER DOOPER NEW CONSERVATORY/ART STUDIO!

Today's guest post is by Artist, Writer, and Mental Health Advocate, Jo B Creative who writes for her blog, Creating My Oddessey.

You should see our (almost) brand new conservatory, half of which is my art studio. 'Lucky me!' I think to myself. Not every creative bod can boast that. It's HUGE! Like a giant greenhouse.

We first moved to our pleasant cul-de-sac house - great for raising kids - when our son, who's on the cusp of thirty-one, was four. One of the main reasons that we wanted it was that, apart from its location on the fringes of a historic market town in rural Hampshire, UK, it had a sizable conservatory looking onto the back garden. It was brown wood framed and had a corrugated transparent roof sloping down from downstairs ceiling height. On the face of it, it doesn't sound that glamourous, but we loved the idea of a conservatory. Luxury! I even liked the red brick walls which it was built against - the original exterior of the house - and the light …

Movie Review: Avengers: Infinity War (2018) *Spoiler Free*

Ten years in the making and Marvel finally releases part one of the Avengers versus Thanos, A.K.A. Avengers: Infinity War.

After seeing all 18 films in the MCU prior to this, and liking most of them, I was pretty confident this movie would not disappoint.

Other than a few minor issues - that are all my personal taste and in no way reflect on the quality of the film - it really delivers. Thanos is indeed the big, bad villain of the MCU that we've been antcipating.

Finding Time to Skate - Swap a Skateboard Session into Your Weekly Workout Routine

A common problem among skaters dealing with work/life commitments (typically older skaters with families, careers, or both) is finding the time to actually spend on a skateboard. In fact, life in general getting in the way of skateboarding, is what often leads so many to drop out of the sport, only to rediscover it later, once everything else starts to even out.

I'm certainly in that category. Never really giving skateboarding away altogether but only using a skateboard to get from A to B, when I didn't have a vehicle, for many years. In the last couple of years I've been trying to get back into the sport properly, i.e. building up my trick list and skating for fun and not just to get from A to B.

The problem is I have so many interests, projects, paid work, and more, that I would often leave skateboarding to the end of my day. Kind of as something to look forward to. Except I wouldn't be that motivated to really improve because my mind would be fried from everything …

Book Review: How to get a Billion Views on YouTube - The Braille Skateboarding Story

In How to Get a Billion Views on YouTube professional skateboarder, Aaron Kyro, gives you the Braille Skateboarding story in the form of a practical guide to growing a YouTube channel into a full time career.

An easy and quick read that never gets lost in too much detail. As a result, even if you're not growing a skateboarding channel, the content is still very relevant and not difficult to see how it transfers to whatever kind of channel you are trying to build.

I’m here to tell you ANY passion no matter what it is can make money.- Aaron Kyro
The book is more a step by step guide to starting, growing, and running a YouTube channel as a business. However where it differs from other books on the subject is that almost every piece of advice is related back to what Aaron and the Braille Skateboarding team did on their journey with actual examples of process and content.

The last third of the book is a much appreciated overview of YouTube's analytics simplified so you can clearly…

Movie Review: Deadpool 2 (2018) *Spoiler Free*

Deadpool 2 is a fun black comedy on par with the first film. Right now I can't really say one is better than the other but I can say they're equally as good.

Before seeing Deadpool 2 I watched the first movie. My take is, if you do like the first one better, much of that is down to never having seen a Deadpool movie before, and then having that film just knock it right out of the park. (I feel the same about the Guardians of the Galaxy movies. The first one has the edge because I'd never seen that kind of movie before with those characters).

Skateboard Trick Tips: Two Ways to Ollie North (Ollie One foot)

Ollie One Foots, otherwise known as the Ollie North, is one of those skateboard tricks you learn and then tend not to do very much as more interesting trick challenges grab your attention. However it does look really cool if you learn how to kick your front foot well past the nose of your skateboard.

I was inspired to make my video below, showing two different techniques to achieve a successful Ollie One Foot, when I not only saw that Braille Skateboarding's Tutorial used a different method to the one I had learned but also, when I looked at various other video tutorials, I discovered yet another technique, with no one using the method I had originally learned.

Braille's method is to simply Ollie and drag your front foot past the front of your board.

The second method I came across in several video tutorials is to Ollie, drag your front foot and tap your front toe downward, mid drag, causing the front of the board to drop away from your foot. I demonstrate this method in my v…

Making Money with Stock Photography and Skillshare Courses - Two Real Life Experiences

I'm a big advocate for earning a living online through various business opportunities that you can start with little to no up front capital. Two that I've often mentioned are stock photography sites and creating an online course.

Personally I haven't done either because I've gone down the Print on Demand, Blogging, and Selling Digital Products path of making money online, starting with next to no capital. Though I am planning an online course in the near future.

However, I recently came across two videos that dive into the detail of earning money through stock photography sites and creating online courses that I thought were really worth your time if either sounds like something you want to do.

Earning Money with Stock PhotographyRachel Lerch is a photographer who spent three years earning a living through taking photos for several stock photography sites. In this video she gives a very detailed run down of her business, and pretty much everything you need to know goi…