Real You: Now that context and connection are possible, we expect it!

Posted on | March 13, 2009 |

Here’s the new reality: Now that women consumers are accustomed to instant gratification and a wide-web of social relations and networks, if you’re a brand, you need to find us there. And if you’re a brand I’m doing business with, it’s even more crucial.

My debit card was in France yesterday, trying to book a $4,000-per-night hotel room. Yes, it was living the good life without me. You can read the full story of its busy spending spree without me, but here is the point: my bank’s security had been breached several weeks ago, but they just mumbled something to me in a green bill insert about watching my card.

I say mumbled because I’m busy like you. Four kids. Crazy work schedule. Piles of junk mail. You know. An envelope in my mailbox from my bank(I bank online) was unusual. I would’ve tossed it if I hadn’t felt the shape of a plastic replacement credit card. Not really reading the insert, I assumed my current card was about to expire and they’d sent the replacement. I soon found out it was a new number and had to re-set all my online accounts. That was a week ago. And then, yesterday, my old card went to France.

I am online. On email. Twitter. Facebook. You name it. But the bank didn’t reach me where I am, even though I do online banking. No notice there. No blinking lights indicating something was going on. Oh, and especially, sadly, no taking responsibility. Nope.

I love Holly’s post about how to reach women and she’s absolutely right. Spend some time with us busy moms. Realize a bill stuffer - especially when we don’t get bills from you - won’t cut through the messages and realities of our day. If you’ve messed up, it’s up to you to reach us. That’s the commitment we expect from the companies we do business with. So update your website. Give us information in our password protected space in your website. Talk to us. Thousands of card holders are affected, yet nothing appears at all in my inbox or on the website of the bank. Nope, they’re just selling, selling, selling. And that’s not connecting. Nor is it transparency. Context and connection are possible, even from a bank. Maybe, more than ever, that is what we must demand especially from a bank today.

While Kaira Rouda’s debit card was in France, Kaira was at the branch filling out a three-page form. In a world where social media gives us the ability to show we care about each other, my bank is missing the point. Is your business truly communicating or are you talking to yourself?