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Posts tagged with Tsb

email open rate affected by temperature

50+ joyous digital stats from 2015's Festival of Marketing

I've been trawling through the Festival of Marketing presentations from 2015, to deliver you some statistical goodness.

OK, it's a bit of a potlatch, but a damn tasty one with something for everybody's palate.

Grab a spoon...


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…

wonga logo

What can high street banks learn from Wonga.com?

Is it any wonder that those in need of a loan (and a fast one) turn to Wonga and not a high street bank? 

One is approachable and colourful and isn’t full of boring text or ambiguous wording, and the other is an institution the public has gradually learned to call the enemy. 

Of course, the two aren’t really comparable. The need to turn to Wonga is often caused by desperation (and being desperate is a reality for lots of people post 2008). And Wonga itself is gradually acquiring a reputation as not exactly a pillar of the community, as many are educated about the realities of interest rates. 

However, despite selling different products, Wonga still has lots to teach the high street banks. More and more customers turn to banking websites before their branches, but the bank websites are often dry and difficult to use (albeit with some very nice mobile app alternatives).

So, to demonstrate how the user experience for some banks compares to Wonga, I’m going to look at the recently re-launched ‘people’s bank’, or TSB. And for a fairer comparison, I’ll look at Lloyds Bank, too.

Chiefly I’ll look at the 'approachability' of the homepage and the copy therein, as totems for the service on offer.