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Protecting our customers’ interest: a detailed look at why we've decided to close the Starling Community Forum
I wonder why they have decided to close the forum as it’s one of the avenues that allows for open communication and Make customers feel much closer to their banks. It is seen as a major difference between incumbents and challengers.
I think they've outlined the reasons quite well in the article? They are clear about wanting to continue the conversation with customers, just not via the Forum.
I understand and agree with most of their reasons - was just wondering what they had expected from the experiment and why close it instead of fixing some of the issues. "After all, most banks don't provide anything like it" - so for a bank that is challenging status-quo, I don't like the comparison with most banks. Moreover, its only a small minority of customers that is vocal and have unrealistic expectations which is normal these days, especially since the advent of social media - Some customers will always have negative things to say.
In my opinion, as businesses scale, some of their offerings / differentiation become difficult to keep up especially from a cost benefit perspective, and they begin to look like incumbents.
Once you are big, you face the big boy problems and most likely start to see things like the big boys. Its tough building a customer-centric business.
Obviously makes the blips too public
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