First Direct, a division of HSBC Bank, has launched an online platform that will enable customers to prosume the bank’s future products and services. As reported by MyCustomer.com:
Launched this week, first direct Lab is a crowdsourcing platform that will be updated with content every month including product designs, service innovations and website concepts. Users are able to rate the content through a comment facility and forum, with the responses fed back into the product and service teams.
Paul Say, first direct’s head of marketing, said: “We’re constantly looking at new ways of communicating with customers and the public, and the first direct Lab is a natural progression for us. We want people to inform our offering and in doing so help us serve them better. This is about changing the way people interact with banks by giving them a stake in some of the products and services that allow them to manage their personal finances.” BTN reports after a phone conversation with Say: “If the customers say they like QR codes, we may put them in the back of our credit cards,” Say observes, adding that users can access the lab through Facebook, Twitter and a number of other social media sites. The lab was developed through a mix of internal IT development and engagement with local marketing consultants in the UK. “We see the lab as helping customers shape what we are doing.” The forward thinking of the bank can also be noticed due to HSBC’s Social Media specialist and Head of Marketing Mark Mullen, will become First Direct’s new CEO on September 1.