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Posts tagged with Hsbc

Q&A: HSBC’s Amanda Rendle on using insight to improve the customer experience

HSBC has recently begun shifting its commercial focus back to the customer, returning to its original 150 year old purpose.

1 comment

Are banking websites in need of an update?

Many banking websites occupy a space on the web that seems resolutely stuck in the recent past.

Most of the popular high street banks don’t operate responsively designed desktop sites, instead choosing a separate mobile site.

Many have homepages that are text heavy, offering a huge array of navigation and product options, but little in the way of persuasive design.

6 comments

How can HSBC improve its social media engagement?

How does the ‘world’s local bank’ handle global social media? 

When I began writing this post, I'd intended to take a quick tour around HSBC's social channels and look at how one of finance's (and the world's) largest brands manages to communicate across so many distinct markets. 

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How 16 retail banks handle social customer service

Last week I conducted an investigation into how 20 top UK retailers handle social customer service. It was a fascinating insight into the world of Twitter customer care and revealed just how a consumer’s experience can vary from brand to brand.

This week I’m turning my attention to retail banking. 

Earlier today I interviewed First Direct’s senior communications manager Amanda Brown and learnt some best practice tips as well as guidance on what to expect from aiming a Twitter enquiry towards a bank.

Will I experience the same level of personality as I did with non-banking retail brands? Will I have to be taken to a more secure channel? Will the banking industry just be too busy to answer my question?

Let’s find out…

2 comments
Social Media Marketing for Banks

How banks are using social media

Gone are the days of waiting in a queue in a branch or on the phone to talk to your bank.

Today, customers are able to quickly raise their issues through social media, and it has become an important method for banks to build relationships with their customers and to reach a younger audience.

As is true for success in any business, it is important to be where your customers are, and future banking customers are online.

So how are the UK’s biggest banks using social media?

12 comments

Google expands sponsored map icons experiment

Google may generate billions of dollars every year from AdWords, but that doesn't mean that it's idly sitting by and ignoring the monetization potential it has elsewhere in its network. One property with a lot of potential: Google Maps.

Given that potential, it's no surprise that Google is bringing its 'sponsored map icon' experimental ad format for Google Maps to the U.S. market.

3 comments