For the last two years, I’ve stressed out the importance of supporting your customers on twitter, facebook, and any other popular social media sites your customers might use.
And yes, we’ve had other servicing channels like web chat for years and years now and it is reliable, secure and efficient… on a one-to-one basis. Microblogging gives you the unique opportunity to create conversations and buzz in an open environment and in a transparent way. One-to-many. It helps increase retention, drive customer advocacy, and change brand perception… as long as you do it well.
I invite you to watch a short video I shot on 16 June 2011 with a special focus on Webank’s twitter strategy.
* Italy: Webank – ‘Webank launches not one but four twitter accounts dedicated to customer care‘
* UK: Lloyds TSB – ‘Lloyds TSB Supports its Customers on Twitter! Fine, but Now the UK Bank Should Learn from the Best‘
* France: BNP Paribas – ‘BNP Paribas Innovates Again and Becomes the First Major French Bank to Launch a Twitter Account Dedicated to Customer Support‘
* US: American Express, Bank of America, Wells Fargo
I invite you to check my social media directory in financial services where you will find more links to innovation labs from the industry. As usual, feel free to flag any missing initiatives.