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The seamless customer experience – Where are the chinks in your armour?

A bump in the road A small and silly thing happened to me recently, leading me to ponder how minor hiccups can have a big impact on an otherwise seamless customer...

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Social media and finance brands – Moving past a marriage of convenience?

The financial services industry has never been known for leading the way in cutting edge marketing. And there are a number of good reasons for this: legislation, regulation, privacy concerns...

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Connecting with credibility – The right way to lighten your tone of voice

Since the global financial crisis in 2008, we’ve observed a marked change in how financial brands communicate with their retail audience. Almost all leading banks and insurance companies have answered...

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Boring financial language or critical information?

The boring fine print I recently shared a story with a colleague about a work dilemma which has stayed with me for over ten years. As a lowly Marketing Executive for...

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