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Management Strategies

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Barclays Expands Use of Crowdsourcing to Better Customer Experience

Barclays new Your Bank site offers customers the chance to share and vote for ideas on how the bank can better serve them.

Barclays has been using a crowdsourcing site, called Your Bank, to gather ideas from its customers on how to improve its customer experience. The site, launched last week, encourages customers to share ideas and complaints regarding the bank’s service, and allows customers to vote for different ideas posted on the site to be implemented.

Barclays is no stranger to crowdsourcing: it inrotduced the first crowdsourced credit card, the BarclayCard Ring MasterCard, where an online and social media community of cardholders determine the card’s terms and benefits.

[See Related: Crowdsourcing Development of Financial Products: A New Path to Customer Engagement]

Your Bank also displays on its homepage survey questions about the quality of service in different delivery channels for customers to answer, and shares stories of ideas that the bank is implementing. The bank has also launched a marketing drive in the U.K. with print and digital ads to ecnourage customers to the site to share ideas, according to media reports. The bank is also sharing some of the ideas submitted to Your Bank through video content on the site and on Your Bank’s dedicated Youtube channel.

Customers can register on the site and vote on ideas, and keep track of each idea through Your Bank’s homepage, which displays the number of votes that each idea has received.

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Jonathan Camhi has been an associate editor with Bank Systems & Technology since 2012. He previously worked as a freelance journalist in New York City covering politics, health and immigration, and has a master's degree from the City University of New York's Graduate School ... View Full Bio

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