Smartphones and apps have embedded banking services in the everyday purchase choices and lifestyles of customers. This gives banks new opportunities to be part of their customers' daily lives, but in return customers expect convenience and a hassle-free experience. How is this changing the relationship between banks and their customers?

In my last post I looked at how banks use social networks to communicate with customers and to support the work of helpdesks. I finished up with an observation on how banking is now entwined with the lifestyles of customers. Finger-tip convenience brings with it a host of new opportunities for banks to be part of the daily lives of their customers. It also changes the expectations of customers, who want reliable and hassle-free banking 24/7. So how does this new emphasis on convenience affect the relationship between customers and their banks? Following on from our initial research

into the social media activity of bank helpdesks, Newton Insight revisited the data, but this time we moved upstream, to analyse the attitudes  and frustrations of customers. We wanted to understand why customers contact helpdesks in the first place. We created a sample group of 300 bank customers and tracked their attitudes and behaviours over a 24 hour period - a day in the life of UK banking’s customer base. The sample group was profiled by gender and age, and all social media activity was validated for relevance, context and expressions of emotion. Customers were defined as angry or satisfied, or as… read more »