Bank-customer communication and blogs

Whilst I have been aware of Savings & Loans credit union's blog for some time, the Better Banking Blog has drawn my attention to RaboPlus's Executive Blog and its demonstration of the value of interactive communication with customers.

In the comments section on a post about Westpac's online banking downtime, RaboPlus's Head of Financial Services for  Australia and New Zealand receives comments both about his site's own downtime and design and responds to both quickly receiving praise from the commenters.

There's no point in being defensive: if you're open about problems and show that you'll respond to  comments you'll attract a favourable response.

Comments

[Phoebe]

You are so right. No bank in Australia treats its customers with the respect they deserve. I am a customer of Raboplus and I have been amazed at how open they are.
No big boy stuff, even though their history is amazing - they just provide a really good service and their customer service team are fantastic, friendly and don't leave you listening to some dodgy music for hours!

[Australian banks]

Hi,

During my time in banking, I’ve learned that most importantly customers want to trust us. Customers have given us the responsibility to help manage their finances, and they expect us to get it right, every time. So whether it’s getting an address updated, a check card issued or understanding why a fee was posted to the account, we have a team of service professionals that want to get it right for our customers. However, in those instances where we don’t meet their expectations, we want to understand what went wrong and more importantly, fix it.