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Banking and Cards Research

Digging into the Customer Experience: Banking and Credit Cards

Corporate Insight’s Bank Monitor, Credit Card Monitor and Small Business Card Monitor provide ongoing coverage of the products, websites and overall customer experience offered by the nation’s leading banks and card issuers. Our value-added banking and credit card research digs deeply to evaluate the retail and small business customer experience.

Small Business Comprehensive Resource Centers, Forums and Social Media Outlets PDF Print E-mail
Small business owners face various challenges when it comes to managing a company, including how to attract new customers. Fortunately, there are online resource centers, social media sites and forums that can assist business owners with these situations, offering advice, ideas or points of reference from experts or peers. In this edition of Small Business Card Monitor’s Featured Topic, we examine these very resources to see how well they assist small business owners with the challenge of bringing in new business.

Currently, five SBCM firms offer helpful online resources that can help small business owners thrive in their industry. In this Small Business Card Monitor Featured Topic, we focused on three types of online resources that are dedicated specifically to small businesses:  
  • Comprehensive Resource Centers
  • Forums
  • Social Media Outlets
Three SBCM firms offer comprehensive resource centers that offer a variety of educational articles and videos that focus on small business topics, such as marketing and customer service. One of these three SBCM firms also showcases upcoming and past events that relate to how business owners can attract new customers online, create an online community and more. These comprehensive resource centers differ from others in that there is more material for small business owners in a larger section of the firm’s site or in a dedicated sitelet. Additionally, two of the three SBCM firms allow users to share the content on social media sites, and one of the firms also allows users to comment on it.

In respect to forums, there are currently two SBCM firms that offer this type of online resource where users can access educational materials and freely interact with their peers. While the public can access educational articles and videos available on both forums, only registered users can interact with their peers. One of the two forums also allows users to contribute to the content by letting them post discussions and personal stories, while the other forum encourages discussions among peers through commentaries.

Lastly, we looked at social media pages, such as Facebook, Twitter and YouTube, tailored to small businesses. Five SBCM firms currently use social media pages to offer insightful information for small businesses and promote product and services, as well as offer a place where users can interact with one another. Some firms offer social media pages that are connected to their forum or resource center, allowing the firm to promote select articles or events. One of these five SBCM firms offers seven different outlets for users to access small business information or interact with their peers (the most out of all firms). The most-used social media site is YouTube, allowing the firms to provide insightful testimonials from business owners, advice from experts, or a way to market products.
 
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