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Banks Are Boring on Social Media
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Becca L
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Becca L,
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3/27/2014 | 9:16:16 PM
re: Banks Are Boring on Social Media
As long as there's not a major issue to address on a weekly basis I think customers will be understanding. People aren't exactly trigger happy about switching banks - it's a thought process that builds up, a social media blunder can be the straw that breaks the camel's back but it's probably not going to be the main event.
Greg MacSweeney
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Greg MacSweeney,
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3/27/2014 | 7:57:03 PM
re: Banks Are Boring on Social Media
Most customers are reasonable and know that 'stuff happens.' Own up to it, be open about the problems, get it fixed and move on. Ignoring the problem just allows the problem to get worse.
Becca L
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Becca L,
User Rank: Author
3/26/2014 | 5:08:42 PM
re: Banks Are Boring on Social Media
Ha, well if you're going to walk around this world expecting everything to go smoothly and find all blips inexcusable, you're going to have a bad time.
Kelly22
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Kelly22,
User Rank: Author
3/25/2014 | 12:17:09 PM
re: Banks Are Boring on Social Media
While I can see how that kind of message would frustrate impatient customers, I agree with you. If I didn't at least get some kind of "we're working on it" message, I'd be more annoyed.
Nathan Golia
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Nathan Golia,
User Rank: Author
3/24/2014 | 8:06:16 PM
re: Banks Are Boring on Social Media
In fact, they are using your fees and deposits to pay the people operating the social media presence G expeditious response is the least they can do!
Nathan Golia
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Nathan Golia,
User Rank: Author
3/24/2014 | 8:05:07 PM
re: Banks Are Boring on Social Media
That is the question, isn't it? What will it take to get people to engage with all the effort we're putting into social media? It comes back to ROI. However, being an engaged company online might have unmeasurable benefits. If people know that you're at least trying you can get crucial messages out faster. See the conversation below about banks informing their customers about downtime on social.
Nathan Golia
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Nathan Golia,
User Rank: Author
3/24/2014 | 8:02:56 PM
re: Banks Are Boring on Social Media
Thanks Erica. That's something we've seen in insurance G brands are trying to appear in their customers' feeds and demonstrate the value of the product and the security of the company through the content they choose to share through that channel.
Jonathan_Camhi
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Jonathan_Camhi,
User Rank: Author
3/24/2014 | 7:46:02 PM
re: Banks Are Boring on Social Media
You're a patient customer. I think companies wish all their customers were willing to wait it out like that.
Becca L
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Becca L,
User Rank: Author
3/24/2014 | 7:29:44 PM
re: Banks Are Boring on Social Media
On the other side of this, I find it encouraging when a company can say "we're aware of the issue and working diligently to correct it, we appreciate your patience." Ignoring the problem makes me think they dont care about the user experience, a more "bare with us" attitude makes me feel like they know my pain. Good customer service is just more important to me than functionality - I'd rather be screwed over with a smile.
Becca L
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Becca L,
User Rank: Author
3/24/2014 | 7:02:03 PM
re: Banks Are Boring on Social Media
Yup, Whenever something isn't working I immediately turn to Twitter for comments like "Is anyone else having problems with X today?" In fact, that scenario is my earliest memory of finding Twitter useful. And to Jon's point, I also checked it when we had that random earthquake in NYC/DC - "did anyone else feel that?"
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