Magazine article Marketing

Marketing Mole: We'll Call You - Co-Operative Bank

Magazine article Marketing

Marketing Mole: We'll Call You - Co-Operative Bank

Article excerpt

Mole has decided to go ethical and wants to open an account with squeaky clean Co-operative bank. Should we be put off by reports of its poor online service?

Co-operative Bank: Hello, you're through to (name).

Mktg: Hi, I want to open an account but I've read an article about customers having problems logging on and getting the services to work.

CB: I haven't been made aware of those problems. Once in a while the site goes down for maintenance. We've had no reports of people not being able to log on in the past few days.

Mktg: It's just I do a lot of banking online and it's worried me.

CB: I'm the same, but I've not had any problems. I know we've had problems in the past. The industry brought out a new card reader and we had some teething problems, but that has all been sorted out.

Mktg: So you give me a reader that I plug into the computer?

CB: You put your card in the reader, put your PIN number in, then a number comes up on screen which you type into the reader. …

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