In the biggest-ever experiment carried out into how people use social media, UK bank first direct asked volunteers from across the UK to change their Facebook and Twitter habits for a month.
As social media enters its era of maturity, organisations are having to rethink the ways they have historically managed their brands, according to this report from UK bank first direct.
Royal Bank of Scotland has joined the trend for crowdsourcing ideas for future product initiatives with the launch of an online 'Ideas Bank' portal.
First Direct CEO Mark Mullen has taken the unusual - and for a bank, refreshing - step of appearing in a video to apologise for the quality of the bank's mobile apps and to promise improvements based on customer feedback.
According to recent research by first direct, 39% of the UK population check their current account more frequently now than they did before the downturn.
UK bank first direct has overhauled its Web site after collecting ideas from customers through its crowdsourcing portal.
Nearly nine in ten Brits (87%) are unaware or confused about the changes being brought in to improve current account services and make it easier for them to switch¹, according to first direct.
First direct charts the rise of the 'social customer' and the implications for customer service across the enterprise.
UK bank first direct is asking for customer input on the design of its new debit cards, following a strong response to a new crowdsourcing portal where members of the public can shape products and services before they are officially released.
Nationwide offers the UK's most secure online banking experience and Norwich & Peterborough Building Society the least, according to Which?
© Finextra Research 2013