Update from First Direct's CEO on their social experiment

Matt Colebrook, First Direct's Chief Executive, has just written his initial observations about their social media experiment.  Interesting words:

“It’s now over four weeks since we launched our pioneering ‘live’ site and we’ve been overwhelmed with how it’s been received, over 2000 comments to date on a wide variety of topics.

“We’ve also seen a huge amount of positive comments about the site in the press, online and in social media. People have described it as brave. They might be right. What’s undeniable is that it's been the right thing to do if we’re to engage with our customers and understand how they feel towards us.

“We’re starting to analyse the thoughts, concerns and suggestions raised with a view to seeing where we might make improvements to the service and offerings we already provide. Clearly we can’t be all things to all people.

“Indeed we won’t be able to offer everything that has been suggested. But one thing we can and will do is at least capture and digest what our customers are saying. We are also introducing a way for us to join in the conversations on ‘live’ and I will soon start to feed back more detailed responses to some of the comments being left.

“The world of social media is one that is opening up a new voice for customers – we might not always get it right but you can be assured that happy customers are at the heart of our business. It’s what differentiates us from our competitors.”

Matt Colebrook
Chief Executive

Comments

[Shocked customer of 16 years!]

Maybe Matt Colebrook should be looking into HSBC bank charges policy instead of playing about with social media. £125 bank charges for going overdrawn!!! Disgraceful.