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  • Just Ask: Lloyds Bank Renames Three Twitter Accounts for Customer Care

    Last month, the UK-based Lloyds Banking Group renamed all its twitter accounts dedicated to customer support. This moves demonstrates the importance of designing and planning your twitter strategy carefully, starting with your account name which is just one of the many elements to consider. As part of our unique Visible Banking Twitter Watch series (1,680+ accounts tracked in […] More

  • Societe Generale et l’Ecoute Client sur Twitter en 2012 [INTERVIEW]

    Je vous invite à visionner mon interview avec l’un des community managers du compte @SG_etvous de la Société Générale qui partage quelques éléments de leur strategie twitter en 2012. Dans le cadre de notre observatoire twitter dans les services financiers (l’équipe Visible Banking suit plus de 1,700 comptes dans 73 pays), nous suivons une centaine de comptes […] More

  • Aviva UK Rethinks its Twitter Presence and Focuses on Customer Support

    One of the key questions I always get asked about twitter is what’s the best strategy regarding number of accounts: one multi-purpose account ‘a la UBank’ in Australia versus specific accounts for PR, HR or customer support ‘a la Bank of America’ in the US. Today, Aviva UK took its twitter presence to the next […] More

  • At Last, Barclays Bank Starts Supporting its Customers on Twitter

    Social customer care is one of my favorite topics, and I covered it extensively on the Visible Banking blog.  I invite you to check those slides and this video on the topic. In the last couple of years, US banks have invested significant budget and resources to provide timely customer care on the most popular micro-blogging service with the likes of Citi (@AskCiti), Wells Fargo (@Ask_WellsFargo), […] More

  • Interview Webank – Social Media is Not a Media, it is a Way of Working

    I’ve been following Webank‘s social media initiatives for quite some time now. Pretty much since they launched back in 1999, the 100% online bank has been committed to overcome the lack of physical presence by providing the best, the friendliest, customer relationships on the phone and online. Thanks to its young age, its size and its […] More

  • Financial Institutions, Be Brave. Believe in Customer Support on Twitter.

    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 […] More

  • Webank Launches Not One But Four Twitter Accounts Dedicated to Customer Care

    Yesterday I noticed an update from Italy’s Webank’s facebook page presenting four new twitter accounts dedicated to customer care. Financial Institutions Must Support Their Customers on Twitter 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 […] More

  • Interview Societe Generale @SG_etvous – Jean-Marc Ouvre & Julien Grandet

    Mes lecteurs sont bases a travers le monde et rares sont mes interviews en Francais. Je pense en avoir publie seulement cinq en quatre ans. Cependant ces interviews se sont toutes revelees passionnantes et je prevois d’en augmenter le rythme dans les prochains mois. Je vous invite a visionner mes interviews avec Jean Philippe, Jean-Michel Billaut, Frank Desvignes, Franck La […] More