News Article Published:
Thursday, 26 April 2007
Category:
Financial Services
The introduction of coffee shops in certain branches of Abbey has uplifted the customer experience, according to one commentator.
In a letter to designweek.co.uk, a marketing representative suggested that placing Costa Coffee into its branches repositioned the business from a former building society to being "innovative, customer-focussed and dynamic".
It also allowed customers to "combine their banking needs with their lifestyle choices," said marketing representative Jonathan Blakeney.
Other methods of making its branding more accessible included avoiding patronising language, by changing names such as "interview room" to "talk rooms".
Mr Blakeney continued: "The introduction of Costa Coffee into Abbey branches was part of a larger programme to rejuvenate the customer experience."
Asda recently attempted to make its business more customer friendly by launching a new brand identity, featuring a "squashy" logo.
The aim of the re-branding is to promote Asda FS' flexible approach to financial services and its friendly attitude to insurance and credit.
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