We recently moved our business banking to Standard Bank because we weren’t getting the level service we needed from our previous bank, FNB.
The service I’ve received since from Standard Bank Sea Point has been warm, personal, and efficient.
So when I saw all the commentary on Muti.co.za about the Standard Bank website redesign, I felt (as one of their customers) that I wanted to have my say to help them do a better job of it.
So I left a comment saying that I couldn’t see their header image properly on Firefox for Mac (it has been fixed now, but the Heavy Chefs had the same problem).
So, I was really happy to see that not only did Standard Bank fix the problem quickly, but their Head of Online Banking and Communication Channels, Itai Maunga, is engaging with social media channels like Muti, and with bloggers, like me:) He sent me this email:
Hi Dave,
We picked up on your comment after Damien du Toit’s comments on Muti on the home page (www.standardbank.co.za) redesign, expressing his disappointment at the finished product. We value your opinion, aware that you are a thought leader in the online marketing sphere, and would like to establish if you are open to having a conversation with us about the site. We will get in touch with you next week if we do not hear from you before then.
I must admit that when Standard Bank released their new slogan “Inspired. Motivated. Involved.”, I thought that it was marketing fluff that a big old corporate would be unable to live up to. But Itai’s response is like a Cluetrain case study. I must say that this has reflected my whole experience with Standard Bank so far. I’m inspired!
I am also very impressed with Standard Bank. This just goes to show that some companies actually care about what their customers think. The guy at the bottom truly does have a say in today’s economy, even more than the guy at the top.
Dave with Standardbank i always feel “involved” in everything they do. When i started banking with them in 2005, it like i am the only customer they have. Before they introduce any product in public, man they consult their customers first and sometimes i feel like i am the boss for Standard bank. The way their keep me updated with what is going on,it is amazing!
Their viral marking style is unique please look at their plan of using again SA Mobile Networks (like MTN and Vodacom) to get the word out for their ATM and branch locator, indeed we are all “inspire. motivated. involved.”
please join the winning team.
Thanks for adding your comments Nkgopoleng and Nathi. I sent Itai the link for her to check them out.
I was also contacted by SB after the post on the Heavy Chef Project. Impressive stuff, considering it took them only a little time to respond. The main thing, however, is whether they respond with action to the constructive criticism. I still believe their site needs some rethinking.
Speaking of rethinking, nice site redesign…:)
You going to have to trademark your head soon.
Hi Dave
Not sure if you saw but another corporate, MNet, also responded last week to comments on muti. Looks like the corporate world is starting to take notice of the little guy, good for them I think constructive criticism can go a long way.
I am glad that Std Bank are reading your blog / and / or muti, coz then maybe they will see my comment.
In the last few weeks, Std Bnk have been “upgrading” all their ATM’s. They seem to be using some newish ATM version of Windows. The only hassle is, that it has SLOWED UP the machines to an extreme level. I thought it was just me, but then last week, I happened to be in Durban, and happened to use “non-Upgraded” ATM’s and they were amazingly fast.
I don’t know what Std Bnk thought they were buying on this latest ‘upgrade’, but it really sucks
Someone ought to film the same transaction ( ie a cash withdrawal ) on the Old and New system, and post it to Zoopy.. please, if someone can do that, I will sponsor them a 6-Pack of their favourite brew.
Adrian
Hey Dave,
Glad to see the big boys read your blog, and even better to see them waking up to the fact that our community is alive and that they can benefit from listening to us
Well done Standard Bank – keep it up.
Here’s my little feedback.
The new ATM’s actually have a little voice that talks when you pop in your card, but the PA system is worse than the PA system on a kulula flight, you can hear diddly squat.. Lets hope they fix that soon.
Regards
SimonB
My own experience of the Standard Bank Internet Banking section of their webiste has been very frustrating. It is limited in functionality compared to other banks, one cannot get support in good time, doesn’t show a full list of recipients for money transfers and constantly requires a new one-time password for every new thing you do. The e-mail reception of these little passwords is very very slow and it can be confusing which one to use. It works on a send time basis, so if it arrives late it won’t match up to the one asked for by the system. How the heck do I know what time it was sent if I requested it around an hour ago. By that time the whole thing has timed out. How do I know>? Well it doesn’t tell you, that’s for sure. You just try and do something and you get a blank screen, that’s how. Friendly this is not. Frustrating is a better description.
Pls FIX.