Comments for Customer Engagement 2.0

Comment on Does Faceted Search Increase Customer Engagement (Rings)? by Anja

Anja — Thu, 18 Dec 2008 13:40:26 +0000

Great tips, thanks!

Comment on 10 Rules for Faceted Search on Travel Sites by web designer Kathaperumal

web designer Kathaperumal — Tue, 09 Dec 2008 12:39:28 +0000

Thank you for this knowledge sharing. As a web designer for Travel portals , i am going to use your points discussed here

Comment on Luxury bank struggles to make website just as luxurious by Leigh

Leigh — Tue, 25 Nov 2008 23:15:13 +0000

That login page form the 90’s really makes me worry about the level of security on the site as well.

Comment on How Online Marketing Can Innovate Faster and Avoid Bottlenecks in IT by How Online Marketing Can Innovate Faster and Avoid Bottlenecks in IT | InteractiveMarketing

Sat, 15 Nov 2008 03:38:06 +0000

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Comment on Ace Hardware Hammers Out RIA Features by Ace Hardware

Ace Hardware — Thu, 21 Aug 2008 20:40:50 +0000

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Comment on Great User Experience – If it actually worked… by Ace Hardware Hammers Out RIA Features - Customer Engagement 2.0 weblog

Ace Hardware Hammers Out RIA Features - Customer Engagement 2.0 weblog — Tue, 29 Jul 2008 23:06:29 +0000

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Comment on Luxury bank struggles to make website just as luxurious by Jep Castelein

Jep Castelein — Wed, 23 Jul 2008 06:26:13 +0000

Hi Jeffry, thanks for your comment. I definitely see your point too. I know wealthy people who would appreciate this type of personal service, and they are “phone people” who call the bank rather than login online. I also know wealthy people who always want the best deal and use services that provide the best value for money, often online-only services. Goldwater is better suited for the first group.

On this blog we look into online usability and customer engagement, so I did a quick review of the Goldwater website. According to a Pew report, people making $100k+ are more than twice as likely to use online banking as people making $25-40k a year (http://www.pewinternet.org/PPF/r/237/report_display.asp). So I do believe that online services targeting wealthy people can be successful, but this will probably be totally different from Goldwater’s concept. For example, I’m thinking of http://www.firstagain.com

Comment on Luxury bank struggles to make website just as luxurious by Jeffry Pilcher

Jeffry Pilcher — Wed, 23 Jul 2008 01:24:34 +0000

I’d say I’m more enthusiastic about the overall brand. It’s tightly integrated around a singular audience.

Goldwater’s brand is focused, which is rare in financial services. The best most banks can do is drill down to “people ages 25-55, skewing slightly towards women.” Ummm, you mean people in general, right? It’s what I call LCD disease - always trying to appeal to the lowest common denominator.

I agree that the landing page for online banking belies the rest of the Goldwater experience. There were a few readers of my site however who took the online banking demo Goldwater offers and they thought it was pretty slick.

Overall, I’d say the website is on-brand for Goldwater. Usability may be a different issue, but my guess is this: Goldwater customers probably aren’t trolling the website all that often. Maybe once or twice. They probably have a direct number (or two) for Goldwater bankers in their cell phones.

New Goldwater customers are almost certainly WOM referrals, so I’m not too concerned about the impact the site will have on the acquisition process. The rich dude pops in, snoops around a little, says, “Yep, this looks like me,” then calls to make an appointment.

Comment on Luxury bank struggles to make website just as luxurious by Dan Waldron

Dan Waldron — Wed, 23 Jul 2008 00:16:05 +0000

Great Blog post. I am going to bookmark and read more often. I love the Blog template

Comment on Mortgage Calculators: Customer Experience Compared by Jep Castelein

Jep Castelein — Fri, 18 Jul 2008 04:06:22 +0000

Hi Mike, thanks for your comment. We developed it ourselves: I’ll ask our designer and web developer if we can make it available as a Wordpress theme. But that’s probably not going to happen overnight, because we’re still fine-tuning the theme.