smith+co on
customer experience
Shaun Smith
  • By Shaun Smith
  • Sep 27 2010

Live the brand or drive the sale?

Natwest - part of the RBS Group which is now largely owned by the UK taxpayer - have committed to a Customer Charter and launched an advertising campaign built around the promise of ‘helpful banking’. HSBC too have been active with the recent launch of two new ads that focus on responsibility and integrity, the implication being that in dealing with HSBC we can be confident that we are working with a bank that upholds the highest standards of ethical behaviour. It seems that the banking sector has finally started focusing on the customer.