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Sunday, May 29, 2005

GEL 2005 - Sona Chawla

Sona Chawla, Executive Vice President of Wells Fargo, manages the customer experience on the wellsfargo.com web site.

Sona shared some video of visits to customers houses that Wells Fargo makes. The internet team that Sona leads spends time researching their customers activities on the web site in all the usual ways. Then they spend time with some customers in their homes talking about their finances and how they manage their finances. These conversations are recorded and used for further analysis as the internet team plans for features and enhancements to the web site.

This method takes time and a lot of effort but seems to be worth it in the long run. Wells Fargo was named for having the best integrated web site for 2003.

There is nothing like listening to the customer!

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