Friday, May 22, 2009

A brand that should know better

I received this eDM yesterday which in itself is not unusual. What I do find interesting is that for a "bank" that has built itself online, their digital communication was somewhat lacking.

The purpose of the eDM was to recruit me to save more money, under the guise of extra rewards. This is all well and good but they didn't make it very easy for me.

I had skimmed over the eDM (who actually reads ALL the words anymore - communication via 160 characters would have been more effective) then proceeded to click, and click, and click (you get it...) until I re-read the eDM and realised I had to copy & paste the URL into my browser.

Seriously, how old school is that? I would suggest that if the eDM allowed the recipient to click-thru, recruitment levels would have been greater and over and above this the consumer experience would have vastly improved.

Why do brands still make these errors? Surely an online brand like this has enough experience to know better? Or perhaps I'm just not privy to the reasons why you wouldn't enable the eDM with click-thru technology.... Please enlighten me if you have an insight into this.

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