Category Archives: Case study

Natwest cancel zero percent credit cards to be more transparent

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Transparency is something that the world is starting to embrace. Natwest are pushing a new marketing campaign to say why they are ending the zero credit cards. Essentially every zero percent offer is a hook to get you in and then they hike up the rate. According to a research study, 64% of people do not switch at the end of the zero percent.

Why have Natwest removed 0% offers?

They say:

Our customers have told us that three things are most important for them when choosing a new credit card.


  • We aim to provide clear and simple options which address your needs and reduce the complexity of choice.


  • We have removed complicated “% of balance” balance transfer fees.
  • You get the same credit card and rate if you apply online, in branch or over the phone.


  • You can see if you could save money on interest and fees by using our Credit Card Calculator.
  • We can also show you how likely you are to be accepted for a NatWest credit card by using our Approval Indicator tool.

Trouble viewing Watch on YouTube

Read more  on Natwest website –


Why should you be transparent in business?

Short answer: Because it is the right thing to do.

Watch on YouTube.

I have been a long time believer that transparency is a good thing for good people and good businesses. If you got nothing to hide, you shouldn’t have a problem with transparency in business. It will help the good businesses get better and get rid of the bad businesses quicker.

The above video is a great interview from TechCrunch TV with Buffer co founders Joel Gascoigne and Leo Widrich. They discuss why transparency is important to them and how it helps them.

These are a few quotes from the video.


Transparency makes it easier, it stops you having to remember what you have said to one person and you cant say to another. tweet this quote

Other people open up a lot more if you if are transparent. tweet this quote

Default to transparency tweet this quote


I also stumbled across their open salary policy on their blog which is the most transparent of any company I have ever seen. They explain the open salaries a bit more in the video below. It is also well worth a watch.

Watch on YouTube

Originally posted on

What motivates you to do business?

I heard a story once about a debt collector who turned the standard business model on its head.

Instead of the manager incentivising it’s staff by the amount of revenue collected they incentivised them based upon the number of thank you cards the individual collector received.

Instead of collecting debt being the main goal, it was providing the best possible service. In turn the business grew because every person who had debts collected from them was so happy with the service they received. Whenever that person should need debts collecting there was only ever going to be one company they would want to act on their behalf.

Their customer service became their marketing.

Their motivation was doing what was right and not making money.

However the end result was they grew a successful business and made money.

NOTE: I will provide reference as to who that company was when I can track the company down. I think it was mention in Simon Sinek’s book “Start with why”