How to limit a customer loyalty crisis: what can NatWest do now?

In Customer Experience, Loyalty & CRM, Technology by emilyLeave a Comment

Last week millions of customers of the UK banks Royal Bank of Scotland, NatWest and Ulster Bank faced a financial nightmare after a computer problem disrupted their bank accounts, making it difficult for them to receive and make payments.

The Royal Bank of Scotland group says the vast majority of customers' accounts are now operating normally, but the whole saga has been a disaster in terms of customer service and public relations. British newspapers have been filled with stories of stressed customers who couldn't pay their mortgage or bills, or even pay for food and petrol

In a story like this, the press will focus on how the issue has impacted customers, and it's the negative stories that show the greatest impact, and therefore the ones that will be used.

In defence of the bank, it has taken several courses of actions, including opening all of its branches on a Sunday for the first time. It also doubled the number of call centre staff. However, it has been criticised for failing to initially provide customers with a Freephone number, instead they had to call an expensive 0845 number. Customers have also complained about the length of time it has taken customers to get through.

But now that the crisis appears to be largely in hand, how does the banking group handle the angry customers threatening to take their custom elsewhere? What would be in your strategy for tackling a loyalty crisis?

Anxiety, Blurred Motion, Competition, Corporate Business, Crowd, Elevated View, Finance

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