Why online communities can do more for customer engagement than glossy magazines or ‘convenience banks’Social Media

by Hazel McHugh on October 17, 2011 with Comments Off comments

Midway through the last decade, retail banking seemed suddenly awash with “convenience banking”.  Abbey – in the days before the Spanish took over – set up outposts in Costa Coffee and Safeway stores, whilst Halifax opened flagship stores in shopping malls that were designed to look more like the nearby apple outlet than a bank.  …

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The virtuous circle of online communitiesSocial Media

by Hazel McHugh on September 22, 2011 with 1 comments

Virtuous circles of customer satisfaction have long been a part of marketing primers but now, online brand communities provide a route to get everything moving that little bit faster.  Below, the Kurtosys blog looks at how to get the wheels in motion. The virtuous circle of customer service Anyone who’s sat through a corporate presentation …

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OPEN your mind to branded communities: AmEx’s OPEN Forum paves the way for financial providersSocial Media

by Hazel McHugh on September 15, 2011 with Comments Off comments

The web is full of articles describing the financial sector’s apathetic approach to social media.  Compliance is the excuse cited most often, yet even financial brands overseen by the strictest of legal departments can find ways to join in the digital conversation without putting their business at risk.  We take a look at one of …

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Why Sponge?Social Media

by Mash Patel on September 14, 2011 with Comments Off comments

Since announcing the acquisition of Sponge, I’ve had many questions from clients, prospects, staff and friends as to what motivated Kurtosys to have an interest in bringing a company such as Sponge aboard. Having brushed aside these questions for a couple of days, I think some of the questions are well founded. After all, 18 …

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First Direct Lab: How First Direct are bringing crowdsourcing into UK financial servicesSocial Media

by Hazel McHugh on September 8, 2011 with 1 comments

In August, First Direct re-emphasised their position as the UK’s most social bank by launching the first crowdsourcing platform to hit the UK financial sector.  With former First Direct marketing chief, Paul Say, joining TD Waterhouse, how long do asset managers have to catch up with the power of the crowd? First Direct Lab:  A …

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Using social data to convert today’s dissatisfied customers into tomorrow’s brand ambassadorsClient Servicing

by Hazel McHugh on August 24, 2011 with Comments Off comments

Good customer feedback pays dividends Understanding your customers makes good business sense.  After all: It costs 5 to 10 times as much to generate new business as it does to grow your existing client base A dissatisfied customer will typically tell between 9 and 20 people about the poor service they received Source: Spideronthewall.com But …

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