Archive for Marketing & branding
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Did ANZ open a new branch and forget to staff it?
Australian banks are running out of excuses for not serving customers via Twitter, following the establishment of verified Twitter accounts for the Commonwealth Bank and Westpac. The verified accounts go a long way towards ensuring customers communicating with a bank via Twitter can have confiden...
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Commonwealth Bank appoints social marketing manager
The Commonwealth Bank has appointed Niki Epstein as social marketing manager to help drive the bank’s social media strategy. Epstein has relocated from New York to take on the role, which she commenced yesterday. She has a 15 year career in marketing, predominantly in the music and television i...
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Fee crackdown should drive innovation
They’ve done it in the UK, it’s headed to Australia, and they’re debating it in the US. Cracking down on bank penalty fees is all the rage in the developed world, as legislators ponder the fallout from GFC-induced industry consolidation. Reduced penalty fees from Australia’s major banks...
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Australian banks begin to embrace Twitter
ANZ is preparing to join UBank and RaboPlus in serving Australian customers via social networking platform Twitter. The bank has set up Twitter account @ANZ_responds which is labelled as “The customer response team for ANZ”.Since Online Banking Review set up this list of banks and bankers on Twi...
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Online communities & innovation
For the past six months Suncorp has been growing and nurturing an online community with the help of research house, Colmar Brunton. The Suncorp online community operates with a closed membership of around 300 current and potential Suncorp customers.“The online community has been fundamental in shi...
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To everything, churn, churn, churn…
Many organisations operate on the premise that it is better to save an existing customer than it is to find a new one. The theory being that the time and cost to discover, convince and convert new customers is far more expensive than keeping an existing customer.After several decades with one bank t...
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The Least Evil Bank in Australia – Episode 1
Episode 1 of Cameron Reilly's podcast, 'Why we hate banks' is now available.To listen the MP3 Audio at the end of the post or download to listen offline....
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The search for the least evil bank in Australia
After a few interesting customer experiences with banks in recent weeks, Cameron Reilly of The Podcast Network began a Twitter poll to find the least evil bank in Australia.In early polling Bendigo Bank was ahead as the least evil bank. Since interviews began today with banks, commentators and other...
