This month sees the launch of a new government requirement forcing banks to complete an account switch in 7 days. The initiative is in response to an Independent Commission on Banking report that was published in 2011 which contained the shocking statistic that people change their bank accounts, on average, only every 26 years.
Closure Experiences are often locked to the moment of transaction in some way. It can reveal a great deal about the ownership of - and influence upon - the customer relationship as well as to provide an interesting insight into a person’s work satisfaction and aspects of psychology. All of which influences how the customer feels when a service comes to an end - the closure experience.
The language that accompanies many of our existing closure experiences is guilt inducing, legal or dull. A simple letter informs the customer that a service has ended. It is not full of reflection or inspiration that may help fuel a future service relationship between the provider and the customer. The end of the service, letter concedes defeat and suggests a focus on the next victim to the service.
In classical music the term Cadence refers to the resolution that brings a phrase or a piece of music to an end. There are different forms of Cadence in music, half cadence, full cadence, plagal cadence.
