The use of social media in the healthcare industry has taken an interesting turn this week with a patient tweeting about his experience with a local GP clinic. The disgruntled man tweeted that the staff were a bunch of 'incompetent tw*ts' and was subsequently removed from the clinic's list of patients.
There are many considerations banks need to have front of mind but there are three key ones in my opinion. These are: whether to invest in building capabilities to support a strong mobile strategy, creating an interface between their legacy banking systems and mobile operations, and which partnerships to form.
Today it was Customer Service Day at my branch of Bank of Scotland. I know this because my visit - or if you will, 'customer experience' - was out of the ordinary. In fact, I'd go as far as to say that not only was it different to the other 300 or so visits I've made, but it was also the singular occasion when it was different in any respect at all.
In one of my recent blogs I explored the increasing importance of the customer experience, particularly because customers are now also publishers - they can easily tell their friends how good or bad your service is at the push of a button.