Axos Bank Takes Customer Service to the Front Lines

I’ve been using Bank of Internet for the past 6 years and they recently rebranded to Axos Bank, updated their online banking and totally redesigned their app. Pretty ambitious.

While I have appreciated all of the improvements, it truly is a better experience, I could not get the app to work on my phone. Every time I launched the app it would show the splash screen and close. The peculiar thing is that my wife has the exact same phone as me and was able to use the app without an issue.

I left a poor review of the app in the Google Play store saying it did not work for me. Then I got a phone call from someone saying they were in charge of developing the new platform for the bank. He asked if he could meet me in Orange County to troubleshoot my issue?

Being skeptical I asked him to provide evidence that he worked for the bank. This was troublesome because he already had all of MY information. He could see every penny in my account, but how do I vet HIM? So I took a chance at met up with him at Agrusa’s.

His name is Hugh and he brought his developer Anton to try to find out what the issue was with my app. Their office is located in San Diego so they drove up to meet in person. Hugh said he was happy to find someone with the issue he could drive to.

For Hugh and his team it was unacceptable that people were not able to use the app, even if it was just a handful of individuals.

Anton hooked up my phone to his computer and proceeded to go through lines of code to try to replicate and isolate the issue.

Michael Daehn with Hugh and Anton from Axos Bank

Michael Daehn with Hugh and Anton from Axos Bank

3 1/2 hours later they figured out the problem. It had something to do with me setting up fingerprint access on my phone, something my wife had not done.

I commend Hugh, Anton and Axos for taking the customer experience seriously. They didn’t sit behind their computers, but went straight to the front lines and helped out their customer directly.

And by the way, the app is pretty sweet. If you are looking for an online banking solution, check out Axos.

MD-Color-Icon-lrg 3.png

Red Robin's QR Codes on POP and Collateral Provides Smart Feedback

This is a great idea. If only I had thought of it 3 years ago.

A lot of places will reward you for taking a survey. Allowing customers to give feedback right away provides:

  • Greater incentive - Get rewarded right away
  • Easier to use - Don't have to login at home
  • Better quality results - customers can remember their experience better in 5 minutes than in 5 hours or 5 days 

QR Codes are everywhere these days. Some people use them well, like Red Robin. Others are out of their minds - QR Codes on TV Commercials. Good marketers use the right tools, the right way for their product.

 

CASE STUDY: Scan MD and Win Contest

Campaign:
Scan MD and Win!
 
Client:
Michael Daehn
 
Address:
 
Summary:
Created a contest for attendees of the Social Media Club networking event. Anyone who scanned the QR code Michael Daehn was wearing with their phone would be entered in to win an autographed book, and a marketing brainstorming session with Michael. When scanned participants would be able to send out a tweet on Twitter that was automatically created by the QR code. Around 20 people scanned/tweeted and Michael was able to meet dozens of new people in a 2 hour session.
 
See more case studies in the Portfolio

Non Profit Spotlight: Commission for Causes

I was thrilled to hear from my fraternity brother William Soto who has started his own non profit called Commission for Causes. The idea is for real estate agents to donate a portion of their commission to a charitable cause.

Here is how it works:

  1. You list your home with one of their agents
  2. You pick the charity or foundation of your choice
  3. When the your home sells, they will make a donation up to half of their commission to the charity you chose, in your name
  4. You claim the tax write off, the charity or foundation receives monies and we gain a client for life!

If you are in the market to buy/sell a home or you are a non profit in need of some help, check out the Commission for Causes site.

How To: Use Facebook to Promote Your Cause

Facebook

At the end of May 2009, the California State Parks Foundation (CSPF) was facing a budget crises and many parks were slated for closing or cuts to their services. In two weeks they were able to go from 517 to 33,000 Facebook Fans (Likes) and gain some press coverage in the process. This put pressure on the legislature to reduce the cuts to the parks.

Often times people want to help your cause, but they lack the time or money. Becoming a Fan (or liking your page) is an easy and convenient way for people to support you without spending much of either.

Read the full details of the campaign and the lessons learned on Marketing Experiments.




How to Drive Traffic with a Facebook Contest: Case Study

Campaign:


Stick and Win Facebook Contest


Client:


Total Hockey


Address:


http://stickandwin.totalhockey.com


Summary:


Implemented a contest on Facebook for fans to post pictures of their Total Hockey Sticker and win prizes. I used the Wildfire campaign application to design a submission process and allow fans to vote thumbs up or down for the winners. Stickers were mailed to customers or could be obtained through retail stores.



TV Spot



Get a Job Using Social Media: Case Study

Case Studies


Campaign:


Get Mike a Job


Client:


Michael Daehn


Address:


www.GetMikeAJob.com


Summary:


Tired of trolling the job boards looking through the same postings, Michael used the power of social media to land a job. He developed a blog and started a contest where people who got him a job could win prizes. It worked, and landed him a job as the Web Operations Manager for Total Hockey where he is putting his social media and web marketing skills to work for them.


Click Image to Zoom



More Case Studies

Juicing Your Campaign with Social Media: Case Study

Campaign:
The Love Revolution

Client:
Joyce Meyer Ministries

Address:
www.TheLoveRevolution.com

Summary:
Joyce Meyer Ministries was launching a grass roots campaign for people to show love by helping others. The challenge was whether to build our own site to host photos and videos or to leverage existing sites. Since hosting all of the content was cost prohibitive, we directed people to join the cause on social sites like YouTube, Facebook and Twitter. We provided some downloadable content on the site including, wallpapers, graphics and posters. We also provided a handbook to get people started and a weekly idea.


Click Image to Zoom



More Case Studies