Banks such as Regions Financial and Wells Fargo are using social media channels like Twitter with mobile phones to engage customers. Regions Financial will include social media in tandem with their ATM messaging next year.
Region currently has more than 2,100 ATMs in 16 states and also is planning to deploy more promotion in local branches. Liliana Grip, vice president of social media for Region says that measuring how many people ‘like’ your Facebook page is not really an indicator in social media, what is important is engagement.
Regions has already addressed more than 5,000 issues via its social media pages this year. The bank also has social properties on YouTube, Google+, Foursquare and Flickr.
Wells Fargo has also embraced the concept of incorporating their social media properties into their ATM messaging. The bank has included advertisements on their machines that says: “We’re on Twitter. We’d love to hear about your experiences with our ATMs. Tweet and follow us at @Ask_WellsFargo.”
Wells Fargo has an ATM network of 12,000 machines.
- Region Financial ATM Network: 2,100 machines in 16 states
- Wells Fargo ATM Network: 12,000 machines
- Region Financial has addressed more than 5,000 issues via social media
Liliana Grip, Regions’ Vice President of Social Media: “Social and mobile go together. We respond to anything and everything we can add value to.”
David Albertazzi, Senior Analyst with Aite Group: “It’s more of a branding reinforcement than anything else. Banks are using social media to keep customers informed to potential updates to when the ATM”
I have always been a big advocate for bridging the gap between online / social media and offline / the real world. Last year, a leading Turkish bank rolled out a smart facebook contest where they recruited their fans via their ATMs.
In this article American Banker emphasizes two interesting initiatives from Regions and the recent social media award winner Wells Fargo Bank.
What do you think of those two initiatives? Are they just good PR? Or do they symbolize a major milestone in customer service and customer engagement in banking? And as a customer, which types of ATM-related social media services would you like your bank to provide?
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