|A project to make businesses more aware of their
customer experience, and how to fix it. By Mark Hurst.
|About Mark Hurst||Mark's Gel Conference||New York Times Story on This Is Broken||Newsletter: Subscribe||RSS Feed|
Search this site:
- Current Affairs
- Customer Service
- Food and Drink
- Just for Fun
- Not broken
- Product Design
January 24, 2005 12:31 AM
Broken: Citibank card application
Howard Seibel writes:
I visited www.citibank.com to register my spanking new Citi AAdvantange Business Card. I selected "Credit Cards" from the pulldown menu, arrived at the card home page, and clicked "Register".
After several unsuccessful attempts to register, a phone agent with a convincing American accent told me I could not register my card there because, silly me, it's business card, not a consumer card. Seems that www.business.citicards.com is the place I had to go.
What lousy design! There should be only a single registration process, but if you're going to have two -- at least tell people!
The customer should be able register any card anywhere. Presumably Citi has separate consumer and business card departments, so the systems were built in silos and can't cooperate. The phone agent said he gets calls on this all the time.
Comments on this entry are closed