The Story

Recently I made a new friend. A new friendship is in many ways like a new relationship, a close study of all interactions can be a a shortcut to analyzing compatibility. The first time I emailed my new friend, I wrote a short 3 paragraph message. When my potential buddy wrote back, I found myself surprised to find that not only had the one concrete question I had asked been answered, but in addition everything I mentioned in my note had been acknowledged and responded to. I found this to be so exciting that it got me thinking about communication these days. It’s so easy to call or email or text someone at any time – we just expect a certain percentage of the thoughts we put down be ignored and not acknowledged. My surprise at having every word I wrote noticed made me realize that being payed attention to is the exception, not the norm these days. How unfortunate.

Bank marketers and credit union marketers who want satisfied, loyal, tell-a-friend type customers should take notice. If you have a comment, complaint or question regarding your banking experience, the standard procedure is to fill out an online form. And then, an online form will get back to (insert name here). Most banks and credit unions promise loyal customer service in their selling points. If they really mean it, they should take a tip from my new friend and very clearly acknowledge somebody when they have something to say. It would go more towards proving their brand stories than any bank advertising campaign.

This entry was posted on Friday, November 30th, 2007 at 9:10 am and is filed under Bank Branding, Credit Union Branding, Bank Marketing, Touch points, Credit Union Marketing. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.