USA Today points out that banks are jumping on the Twitter bandwagon. USA Today states that Wells Fargo and Bank of America have begun to "tweet” with customers about everything from bank fees to product features. Discover Financial, American Express and Citigroup have launched Facebook or MySpace pages. Some banks even put marketing videos on YouTube.
John Carney on Businessinsider.com linking to the USA Today article feels banks using Twitter is the "same corporate nonsense in a new medium."
Personally, I have to disagree with John. I think banks using Twitter is a great way to communicate. I've seen hundreds of posts where consumers have mentioned being able to resolve issues communicating with bank representatives via Twitter.
If used appropriately, Twitter may help improve the customer service experience.
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1 comment:
This is a very interesting post, and the comments are also fantastic to read. I’ll have to have a little re-think about my own contact form on our new website, as this poses some interesting questions!
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