barclays

40% of banks in the US have registered a .bank domain

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.”

barclaystld

Five companies using branded top-level domains (TLDs) & why

As of today, 619 applications have been submitted for brand top-level domains (TLDs).

And there are plenty of big name brands that are already using them.

In this post I’ll look at five examples, as well as giving a bit of background on TLDs and why brands might want their own.

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.

How to redesign your organisation around excellent customer experience

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.

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…

Life after The Digitals: five winners, one year later

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.

Airbnb to BSkyB: 10 more speakers at the Festival of Marketing

Before you disregard this post as a promo for the Festival of Marketing, be aware I’ve included handy links to brilliant brand blog posts within.

From Airbnb to BSkyb, Barclays to B&Q, Paddy Power to the NHS, check out the wealth of speakers at this year’s Festival.

Join us in the heart of old London at Tobacco Dock, November 12-13th. For even more reasons, see the full speaker list and ten more of the best.

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?

Barclays: the disconnect between social and traditional CRM

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.