Should your bank blog, offer virtual communities and be fun?

Question

Hi, I am writing my thesis on how banks can incease customer satisfaction and wondered how you would like your bank to interact with you.

Would you like your bank to be fun, easy approachable and like a friend. Would you read a blog from your bank and participate in their forum.

Any suggestions on what would make you a satisfied banking customer.

thanks guys..

Answer 1

No .. my Bank should look after my money and protect me from on-line fraud ...

STEP ONE would be to allow customers to 'opt out' of dealing with anything with a Nigerian connection (i.e. blocking all activity on your account that involved Nigeria) .. and 'step 2' would be to allow you to block ALL foreign links ..

Step 3 would be for all British Banks to agree that any destination account used in an alleged fraud would be frozen within 10 minutes of being informed of the fraud ..

The Banks should also be activly tracking down and prosecuting all the Spammers who are sending eMails pretending to be from the Bank .....

i.e. blacklisting and freezing their accounts, taking them to court, tying them in red tape = rather than waiting for them to con Bank customers out of their money and then saying 'We can't do anything, you agreed to pay them by Western Union' or 'You presented the fake cheque, so now we are going to prosecute you instead of the criminal who conned you into presenting the cheque' etc.

If I want a "fun easy approachable friend" I'll buy a Teddy Bear ..

Answer 2

I'm afraid not, DQ. Like the other answerer, above, I want my bank to put more resources into preventing fraud - of any kind - that would definitely increase customer satisfaction.

I also think that banks could interact better with customers if they paid their staff a decent wage and treated them fairly, (now that most banks are owned by share-holders, or by major global investment companies, staff wages and morale have plummeted), in that way, going into a bank might become a much nicer experience - and you might get the odd smile now and again. :)

Answer 3

no, imho, its wrong style, they are big conglomerotes and communities are about small groups. egg nearly got it right at launch but look at what happened to them since....

i would like them to be less jargon ridden, prone to a confusing plethora of products with high surcharges and just plain ol' intimidating, or maybe thats just me!