Financial Marketing and Cross Selling Blog
How Can Banks Use Social Media to Improve Customer Service?
What does customer service mean to you? Personally when I think of customer service, I can’t help but have my thoughts be overshadowed by frustrating experiences, automated call services and plenty of dead ends. If you provide any product or service, no matter what it may be, you have to be 100% dedicated to assist your customers when something goes wrong. You can’t simply provide a service and then turn a cold shoulder on your customers when something goes wrong. Customer service is a HUGE factor in how your brand is viewed and when your customers need help with your products or services, they should be able to count on you to provide them the information that will help them, which in turn will increase their loyalty to you in the long run. You may be reading this now and thinking that the connotations attached to a brand’s customer service is something that is hard to change. However, I was recently involved in a scenario with a certain internet service provider that left me utterly amazed.
Banks and social media – what kind of content are you using?
For the past year, the social media revolution has been gaining traction in the financial industry. A recent article in the popular social media blog, mashable.com, highlights some of the ways banks are using social media today.
One tool that’s played a large roll is Twitter. Recently, the ABA announced that they would like all their attendees at the ABA Marketing Conference in San Antonia this week to use Twitter and to use the hashtag “#abamc” when tweeting about their experiences. The hashtag is a popular tool among users as it allows for people to connect in a way that wasn’t possible prior to its invention. The hashtag phenomenan came about because of Twitter Search. People type in the hashtag they want to follow into the search engine. This brings up everyone in Twitter who is talking about the event or happening that’s related to the hashtag. Read more >>
Truebridge joins the financial twitter world
There was hesitation in starting a Twitter account for Truebridge. Was our industry using this new social networking tool? Would anyone follow us?
It turns out a lot of banks, credit unions and financial professionals are on Twitter. The more I research and learn how to use this tool the more it makes sense.
Follow us on Twitter: http://twitter.com/truebridge
Those who know how to use the social media platform are using it to spread a message. They’re using it to create stronger bonds within their industries. Whether that be the music industry, tech industry or the banking industry.
For example, a credit union, TDECU, linked to an article on the concept of the “Bill Creep”. It states that more and more consumers are being blindsided by small fees for services they sign up for such as Netflix, Rhapsody and even major items like the cell phone when you factor in the text messages and media charges. It’s a great read for anyone concerned about their finances in these tough economic times. The fact that their credit union was the one who pointed out the article will increase the trust factor of their brand.
This is a great way for institutions to directly communicate with their audience in real time. Some of their followers may even receive text messages to their phones every time they post a message (a “tweet” in Twitter language). Of course, I... Read More >>
Truebridge joins the financial twitter world
There was hesitation in starting a Twitter account for Truebridge. Was our industry using this new social networking tool? Would anyone follow us?
It turns out a lot of banks, credit unions and financial professionals are on Twitter. The more I research and learn how to use this tool the more it makes sense.
Follow us on Twitter: http://twitter.com/truebridge
Those who know how to use the social media platform are using it to spread a message. They’re using it to create stronger bonds within their industries. Whether that be the music industry, tech industry or the banking industry.
For example, a credit union, TDECU, linked to an article on the concept of the “Bill Creep”. It states that more and more consumers are being blindsided by small fees for services they sign up for such as Netflix, Rhapsody and even major items like the cell phone when you factor in the text messages and media charges. It’s a great read for anyone concerned about their finances in these tough economic times. The fact that their credit union was the one who pointed out the article will increase the trust factor of their brand.
This is a great way for institutions to directly communicate with their audience in real time. Some of their followers may even receive text messages to their phones every time they post a message (a “tweet” in Twitter... Read More >>
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