The site has three main areas:
- A live display of the latest comments from Talking Point - a comment board where people can post their thoughts about First Direct.
- A percentage split of positive and negative feelings
- A short list of positive and negative words about First Direct
It's very simple and for me, embodies what First Direct is all about - focusing on its customers and what they think. My only criticism would be that the site doesn't display the actual comments from social media, just a summary of the key words and sentiment.
Still, if only more banks were that customer focused....
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4 comments:
Interesting - I hadn't heard about this until now. I just wonder what the point of it is? Will they be changing things based on the negative comments, for example? It might be nice if they had more emphasis on two-way communication here, responding to messages and opening discussions etc..
Thanks for the comment - I tend to agree with your points. Is it just an exercise of showing the world how much their customers like them? Which I guess is fair enough for a bank:) But I think the point you make about changing things based on the insight they get from conversations, would be a more powerful use of social media.
I couldn't see any conversations going on between the bank and its customers - and I agree, it would be more productive if they were engaging people.
Still, for a bank to do something like this is quite brave.
For that they would have to have someone who knows about the company, who can get different people in different departments to answer questions honestly and quickly - and who knows how to tweet, blog and facebook. (and by blog I mean visit other blogs and comment in context, not just "great post! come and visit me some time"
Hilarious when you have just posted about the shit night you had with your autistic kid)
A lot of these companies are using IT/marketing firms to run their online and the "two way" is not very active or timely. (or relevant)
But I guess it is a step in the right direction
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Hi Lisa
Fair point - and I agree that they should have someone who knows what they are doing to engage in two way conversations. But as you say a step in the right direction. My thoughts are, at least they are trying and they are doing something, unlike all the others
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