Standard Bank asks customers for ideas as BofA tells them to leave it alone

Standard Bank asks customers for ideas as BofA tells them to leave it alone

South Africa-based Standard Bank has added a section to its blog site where customers can submit ideas on how it can improve service.

Submitted ideas are posted on the site, enabling other customers to vote for them and add their own comments.

Several ideas have already been posted, with customers asking for a tool to track the progress of home loan applications, a small business networking facility and a change to the current "boring and annoying" call centre music.

Standard Bank is following in the footsteps of the UK's first direct which recently introduced a section, Talking Point, to its site where customers can leave an open message for it.

Not all banks are as keen to tap their customer base for ideas though. On its site, Bank of America specifically asks people not to contact it with proposals.

The firm's "unsolicited idea submission policy" states: "Bank of America and its associates do not accept or consider unsolicited ideas, including ideas for new or improved products, processes or technologies, product enhancements, advertising and marketing campaigns, promotions or new product names. Please do not send any original materials, suggestions or other items."

And just to ram home the point, BofA issues a stern coda: "If, despite our request not to send us your ideas, you still do, then regardless of what your communication states, the following terms shall apply to your idea submission. You agree that: (a) your ideas will automatically become the property of Bank of America, without compensation to you, (b) Bank of America can use the ideas for any purpose and in any way, and (c) any information you provide will be considered non-confidential."

Comments: (1)

A Finextra member
A Finextra member 04 November, 2009, 21:43Be the first to give this comment the thumbs up 0 likes

Don't the actions of Bank of America make you feel proud to be part of our industry? Oops, sorry I forgot, Americans don't do irony do they?