The Romance of Technology

Technology is certainly breaking down the barriers between work and home. It feels like our work life balance has gone to hell in a handcart. Now, it seems it is gate-crashing the bedroom with more and more of us checking email the last thing we do before the head hits the pillow. Can technology ever be romantic? Now, it’s hard to say this with a straight face but this question is being asked with the news that there is dramatic rise in the use of electronic devices in the bedroom. Let’s get one thing straight up front. I’m talking about laptops, tablets and smartphones.  

I’ve always had a kind of romantic view of technology seeing it as liberating humankind from the drudgeries of everyday life, promoting global social cohesion and world peace through international commerce. However, I’ve never really thought of it as a way of being more romantic with my beloved. For the record I never take my devices to bed but maybe I should. A little suggested competition can’t be a bad thing, can it? Maybe under-cover tweeting would be a good thing. Sharing a video on YouTube of a stupid cat doing something daft could be intimate, couldn’t it? After all, they say laughter is at the heart of intimacy. We could instant message each other, saying goodnight with the stroke of a few keys. That would be great, wouldn’t it? I don’t think so. I really don’t want my mind filled with petty office issues last thing. Other than cheese and coffee I can’t think of anything more likely to give me a restless night. [Read more...]

Banking on social (INFOGRAPHIC)

banking_on_social_blog_01 [Read more...]

Transferring trust

In the mobile age it’s no surprise that retail banks are seeking smoother, smarter ways for their tech-savvy customers to manage their money. But for banks looking to raise their game, the challenge is less about building new platforms for banking, and more about convincing people that mobile banking is secure.

Findings from Smart Service — online research commissioned by BT in Spain, Hong Kong, the UK, France, Germany and the USA to track consumer attitudes to retail banking in the digital age — suggests that some regions are more wary of embracing services like mobile banking than others. US customers, for example, are among those that need convincing the most. [Read more...]

Faster switching: The Winners and Losers

How long does it take to switch bank accounts? Ten days? Two weeks?

According to the Payments Council the current “best time” achieved by account holders to successfully switch to another bank is 18 days and it can take as long as 30. And this isn’t just in the UK. Mystery shoppers taking part in a survey carried out across the 27 states of the EU last year found trying to change banks is a very tricky business indeed.

“This transformation in the market can be used to innovate
product offerings to attract customers” [Read more...]

Social networks – Who do you think you are?

We all have many different persona’s; home, work and social.  So the question that arises is, “who am I really?”

The issue is that we all present different faces depending on who we are interacting with.  This is true in both the physical world and the virtual world.  The rise of on-line social networking means that I, like so many other people, use a variety of tools to interact with the world. The difference is that I usually consider the implications of my social interaction. [Read more...]

Banks building trust in new technologies

Retail banks are preparing themselves to serve a new generation of customers — ones that are technologically savvy and always on-the-go. They are investing in, or assessing the opportunities offered by, new technology platforms for mobile banking, digital media channels and alternative payments.

However despite the explosive growth in the number of mobile devices such as smart phones and tablets — which are used to access Facebook, Twitter and all types of digital applications — most banking customers — particularly those in the US and Europe — are still showing signs of wariness when it comes to mobile banking or interacting with their banks through social media.
[Read more...]

The Autonomous Customer (INFOGRAPHIC) – Part 4

The Autonomous Customer (INFOGRAPHIC) – Part 4 [Read more...]

Are your customers fickle?

Businesses need to work harder than ever to keep customers loyal. It costs much less to hold onto customers than it does to find new ones. So your brand can’t just be a symbol that says your products are great. It has to follow through in your service too, from the people on the phones to the ones on the front line.

Keeping up with the digital world

Already you can look at a DVD in a store and search cyberspace for a cheaper deal, there and then. You can look at forums and see which pair of headphones has the best sound. Or get a voucher on the fly. [Read more...]

Stop airing your dirty laundry

Social media isn’t always that social. Disgruntled customers can take to social media, complain, and everybody can see it. (And trying to hide or delete their comments can start an even bigger backlash – just Google ‘Dumpshell comments deleted’.)

But you don’t need to have every conversation in public. Instead, take it into a private channel like Webchat. Our research, It’s Good to Chat: Webchat and the Contact Centre, found 27 per cent of people choose Webchat as their top choice when talking to a business. Ten percentage points more than social media. [Read more...]

The Autonomous Customer (INFOGRAPHIC) – Part 3

Consumers say organisations still struggle to link channels.

94% want to email the same agent they spoke to

65% like it when organisations notice they have a problem

The Autonomous Customer - Part 3 [Read more...]