Community Bankers of Iowa Monthly Banker Update April 2014 - Page 3

In This Issue April 2014 Webinar Lineup............ 2 From the CEO & EVP, Don Hole... 3 From the Top................................. 4 Janet Yellen to Speak at ICBA 2014 Washington Policy Summit............ 5 Fine Points.................................... 6 LOT Scholarships Deadline Extended....................................... 7 Community Banks: Making A . Difference on Main Street. ............ 8 Best-of-the-Best Competition........ 8 Spring Community Banking Summits ...................................................... 9 Wrap-Up: 2014 LOT Leadership Development Summit.................. 10 Why Webinars Make Sense for Your Business.......................................11 TS Bank Makes Financial Literacy a Priority.................................... 12-13 Customer Wins Trip to Sochi....... 15 Pharming Attacks........................ 16 Rural Main Street Survey....... 18-19 . Save A Tree, Pass the Word....... 20 . Liability, BSA/AML Violations. ..... 21 Succession Planning.............. 22-23 Community Bankers of Iowa 1603 22nd Street, Suite 102 West Des Moines, Iowa 50266 Phone: 515.453.1495 From the CEO & EVP, Don Hole Black Boxes and Community Banks I am sure you have noticed that as many companies get larger and larger, their customer service has gotten more and more distant, and less able to adapt to customer needs and wants. Distant by virtue of outsourcing internationally, so much so that often even establishing a common language to use to communicate is difficult. One trend I have also noticed is the reality that many large (and some not so large!) companies have such complex pricing and delivery systems that their own “Customer Service” staff have no knowledge of how the business rules and policies are applied and are powerless to influence or override any of the internal machinations. These “Black Boxes” take customer transactions in one side and produce the product out the other side without anyone other than the programmers knowing why or how. Case in point: My wife and I recently attended the ICBA national convention in Honolulu and decided to spend an additional week of vacation on an adjacent island. Last April, we bought two one way tickets from Oahu to our chosen island for $66 each. Once on Oahu, we decided we could actually travel to the other island a day earlier. On to the airlines website we went, finding a function that would allow us to change our flights as desired. The disclosure said that there would be a $30 change fee plus any change in the fare. OK, proceed. The next screen showed the various flight times available and the fare for each different flight. Happily, the flight time we wanted was showing on the screen for $62. Perfect, I logically deduced that we would be charged $30 for changing, minus $4. Select that flight, click on ‘continue’. The next screen displayed the $30 change fee PLUS A FARE INCREASE of $21.53 or a total of $51.53. Where did that come from? I wondered, so I called their customer service number. After explaining the situation, the agent told me I would have to talk to web support. Fine. Web support listened carefully and then attempted to recreate my scenario on their screen. Guess What! The fair difference rose to $23.68. I patiently asked why the $62 fare that was displayed was not available to me. I was told that it must have sold out. Reasonable explanation. Except for the fact that I had tried this change 3 times over a 4 hour period prior to calling with the same result. I thanked the rep,