ING Direct Case Study

Case Study / ING DIRECTTHRiVE Chequing Account makes a big impressionThe Challenge But ING DIRECT doesn’t stop asking for feedback. “The feedback from our Clients helps drive ourING DIRECT is a different kind of bank. It doesn’t have promotions and lets us better understand what ourbricks and mortar bank branches, so ING DIRECT is Clients want and need from their bank,” says Gloria Chik.very comfortable interacting with its customers onlineand by telephone. Another key to ING DIRECT’s approach is ensuring they have the infrastructure to support it. ThisIt’s no surprise that social media was an important includes human and technical resources neededfocus for this innovative financial services company. to listen and engage as the scope and scale of theIn fact, ING DIRECT has been at the forefront of conversation increases. They are always prepared tosocial media usage in the financial services industry meet expectations of timeliness and responsiveness.since 2007. Today the company speaks to customersand potential customers across a number of socialweb channels. ING DIRECT’s biggest social media The Resultschallenge was being seen as more than “just a bank”.They strive to be transparent and genuine in their The THRiVE Chequing product has become a majorcommunications. This approach has been key to success for ING DIRECT. The campaign has to datebuilding a vibrant community of ING DIRECT “Savers.” attracted over 40,000 active THRiVE-ers and that number just keeps growing. The campaign has had over 5 millions impressions on social media sites andThe Approach over 100 million traditional media impressions. Blog posts covering the THRiVE Chequing public launch wereTHRiVE Chequing is an online no-fee daily chequing read 53,000 times and #THRiVETASTIC was mentionedaccount that actually pays interest. Over 22,000 online to an audience of over 3.6 million users.ING DIRECT Clients took part in the product’spreview, with their feedback directly influencing the With numbers like this it is easy to see thatfinal offering. In addition to the bank’s web site, ING DIRECT has found the right channels to reachthey gathered customer insights directly through their customers. And with the THRiVE ChequingFacebook and Twitter. ING DIRECT believes strongly campaigns success fresh in their minds, ING DIRECTin asking for feedback, a great proactive way to get looks to the future with plans to continue thisor keep the conversation going. It gathered many momentum with other projects.valuable suggestions for THRiVE Chequing, includingincreasing the number of free cheques and increasingthe number of bill payees.www.radian6.com1 888 6RADIAN (1 888 672-3426) Copyright © 2012 - Radian6

ING Direct Case Study

by Radian6 on Aug 19, 2011

Accessibility

Categories

Tags

Upload Details

Usage Rights

2 Embeds 708

Statistics

ING Direct Case Study — Document Transcript

http://www.radian6.com	707
http://translate.googleusercontent.com	1