Mail & Door Drops
Unexpected Bill
Issue 17 | December 2010
Background
The one thing more customers complain about than anything at Commonwealth Bank is overdraft fees.
They are a very sensitive issue for two reasons. One, customers believe the fee should be waived entirely. Two, people see overdrafts as a sign of weakness, that they aren’t able to manage their finances.
Despite these problems, the task was to get a 3% response rate, or 3,300 take-ups of an offer of a Personal Overdraft to existing CBA customers already paying overdraft fees.
This article is for Directory subscribers only
Login
Share
Related Articles
People Also Read
- Baby Made On Board - Proximity BBDO, Brussels
Issue 12, September 2009 - Live Rescue
Issue 16, September 2010 - Meet Graham
Issue 41, December 2016 - HerShe
Issue 56, September 2020 - UGM (User Generated Mailing)
Issue 8, September 2008 - The homeless letter
Issue 11, June 2009 - The spare underwear
Issue 21, December 2011 - The Caples Awards
Issue 29, December 2013 - The Caples Awards 2014
Issue 34, March 2015 - $HRED
Issue 34, March 2015