first direct is to launch its first social media campaign this month. Focused on the theme of ‘those little things', the bank will look to engage with influencers and stimulate conversation and word of mouth online.
first direct's current TV ads, created by JWT, highlight its success as the UK's number one bank in the 2009 UK Customer Satisfaction Index. Featuring a series of black and white archived footage, the ads introduce a return to the timeless values of respect, trust and service whilst retaining first direct's ‘black and white' credentials with the new strapline "banking's better in black & white". Black and white represents first direct’s values of simplicity and transparency, setting the brand apart from other banks. first direct prides itself on being open and honest and uses the black and white positioning through all its brand material.
The campaign will develop talking points around life's common courtesies, the little things that can make a big difference to someone's day. By using social media, first direct hopes to encourage debate and emphasise how it places people at the heart of its pioneering customer service.
An attitudinal survey will be used as the hook to develop the campaign which will feature content such as live webchats, vodcasts and an engagement programme with key influencers.
Mark Mullen, Head of Marketing, first direct explains: "The use of online PR and social media reflects the growing importance of the internet, particularly in peer to peer recommendation and word of mouth. Social media is a perfect medium for first direct, our customers are technology savvy, heavy online users and keen to embrace new ways of communication."
“first direct receives fantastic levels of recommendation and prides itself on having very happy, very satisfied customers. The campaign will communicate how we achieve that and help us take a fresh approach.”
Boilerplate Statementsfirst direct was recently voted the top call centre in the UK for customer service. The Top 50 Call Centres for Customer Service 2008 awards were based on over 20,000 calls to over 50 call centres in the UK.
first direct is a division of HSBC Bank plc. HSBC Holdings plc, the parent company of the HSBC Group, is headquartered in London. The Group serves customers worldwide from around 9,500 offices in 86 countries and territories in Europe, the Asia-Pacific region, the Americas, the Middle East and Africa. With assets of US$2,527 billion at 31 December 2008, HSBC is one of the world’s largest banking and financial services organisations. HSBC is marketed worldwide as ‘the world’s local bank’.
HSBC is marketed worldwide as ‘the world's local bank'.