Posts tagged with Nat West

How NatWest provides multichannel customer experiences

Providing a great customer experience (CX) is impossible if you’re not implementing excellent and measurable customer service across every channel on which your customers can be found.

It used to be that a consumer would only come into contact with a single customer service representative in person or on the phone. The overall CX would succeed or fail based on that single interaction, which is a lot of pressure, not just for the agent, but for the entire company.

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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…

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Eight interesting digital marketing stats we saw this week

It's Friday, so it's time for the ever-popular internet statistics round up.

This week it includes London Fashion Week, digital natives, travel bookings on mobile, video gaming, and the impact of both duplicate and quality content on Google rankings.

For more great stats, download the Econsultancy Internet Statistics Compendium...

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How duplicate content is damaging RBS and Natwest's SEO

In my last post, I looked at how PC World/Currys and Tescobank/Tescocompare were harming each other's search rankings

This time I have an example from RBS and Natwest, both owned by RBS Group, showing the damaging impact of duplicate content.

We also have a similar example from Smile and Co-operative bank. 

In both cases, duplicate content on the sister sites is creating problems for Google. 

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The importance of mobile banking for customer experience

Generally, people’s impressions of banks aren’t too positive. The credit crunch, banker’s bonuses, overdraft fees and call centre queues are some common negative associations in people’s minds.

However, digital does offer some opportunities for banks to improve the way they are perceived, by helping them to improve the overall customer experience.

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NatWest, Bupa & Hiscox offer best mobile UX among finance brands: report

NatWest, Bupa and Hiscox have been rated as offering the best mobile user-experience among the UK’s financial institutions.

The IAB study found that around a quarter of the top spending 50 UK finance brands still don’t have a mobile presence, so competition to find the best UX wasn’t all that tough.

However there were also some positives to take from the survey. I’m not a huge fan of using percentages when there are only 50 brands included, however the report shows that 22% of those surveyed had a responsive site compared to just 2% of retail and 4% of travel companies.

Furthermore, 70% of the banks that were analysed as part of the survey had a mobile app, with the most common functions being a cash point locator and a money transfer tool.

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Cancelling a credit card online: why is it so difficult?

Credit card lenders operate in a tightly regulated industry with strict rules governing how they market their products, and rightly so.

Unfortunately the regulations don’t extend to laying down rules for improving the UX of their websites.

Having paid off my Tesco credit card sometime ago I thought it about time that I cancelled it so I’m not tempted to plunge myself back into further debt.

Considering the ease with which I signed up to the credit card in the first place, I naively assumed it would be equally simple to rid myself of the unwanted contract. How wrong I was.

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NatWestVineVideo

Social customer care: Mayday, Vine and hope

Social customer care has been around for roughly five years and I'm wondering how much it has really moved on in that time, since the first Tweet was sent by Frank Eliason, #Twelpforce, giffgaff and United Breaks Guitar.

Does Amazon's Mayday and NatWest's use of Vine videos for customer service give us cause for optimism?

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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?

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vine

How NatWest, Honda, Nick Cave and QPR use Vine to respond to fans

Earlier this week NatWest began using Vine clips as a way of responding to customer service queries on Twitter.

It’s not the first time that a brand has tried to be creative with Vine, and we’ve previously reported on fashion retailers using the platform as well as brands running Vine competitions.

To give credit to NatWest, I’m not aware of any other businesses using Vine for customer service, though there are several examples of brands using the platform to respond to their followers.

Here are further details of NatWest’s campaign, as well as details of three other examples...

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