A challenge for the banks

Banks received a double-whammy in today’s Times:

And:

So here’s our suggestion:

1. Adopt Dialogue – and invite your customers to tell you what they think; you will get a far greater (and more representative) response than with your conventional CRM mechanisms
2. Reward your customers who write a review (any review) by making a donation to the charity of their choice – and we’ll match that with a donation from HelpHound

That way you address the twin negative perceptions: that you’re ‘not changing for the better’ and (to quote Mark Carney, Governor of the Bank of England) ‘socially useless’.