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When ICANN paved the way for new generic top-level domains (gTLDs), a group of banks and financial service trade associations formed fTLD Registry Services to run a new .bank gTLD.
The new .bank domain debuted last year and was billed as “a trusted, verified, more secure and easily identifiable location on the Internet for the global banking community and the customers it serves.”
At the Festival of Marketing, I listened to marketers from Camelot, Argos, JD Williams, RBS and Barclays, discussing the impact of the multichannel customer.
I thought it worth rounding up some of their more memorable quotes. Here you go…
Content marketing is the axiom we all live and die by in the current digital marketing world, if you’re not producing content and marketing it successfully, then “the present is no place for you, Grandad”.
Clive Grinyer, Customer Experience Director at Barclays, is a man with considerable design chops, with tenures at Samsung and Orange, the Design Council and Central St Martins.
At the Festival of Marketing 2014, Clive gave a lesson in how to approach the customer experience design process, from proposition to research, prototype to feedback.
Here’s how you can take a fresh look at customer experience in your organisation.
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?
It’s not too late to enter The Digitals with your own successful case study, which definitely deserves a wider audience and could also help inspire a new generation of digital innovators.
The Digitals 2014 are designed to showcase the finest work from the global digital and ecommerce community, but not just from individuals, we want to put the whole team centre stage in order to celebrate and truly reflect the collaborative culture of our industry.
You have till 24 September 2014 to enter, and in order to give you inspiration for your own entry I’m going to take a look at some of the past winners and see how they’ve been fairing since their award win.
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.
According to a recent Forrester study, only about 37% of brands scored “good” or excellent in customer service reviews.
As customers move more and more online for their primary sources, some brands are struggling to create single-view profiles of their customers, and customer satisfaction is dropping.
Companies like Barclays may be a primary example of those who promote themselves as being digitally forward (especially as it moves into the mobile payment space), but are falling behind in their traditional forms of customer service.