Few banks are now using social media tools like blogs and wikis with the notable exception of Wells Fargo. "The World's Safest US Bank" does social media to listen to the voice of the costumer: „We want to show the human side of the bank and blog about human interest stories along with banking stories“ explains Darius Marinda of Wells Fargo’s Wholesale Internet & Treasury Solutions team. „We encourage our costumers – middle-market and large corporations - to join the conversation. They do have a lot to say and they like it when we listen. They’re not only responding to us but also to each other – this three-way dialogue is awesome.“
Darius adds: „We think there’s a lot of learning to be done through sharing. We’re very fortunate to have support from our executive management about using social media tools. If done right, social media can help any type of industry, especially financial services companies. It helps companies to align their products and services to be better for their costumers. Another way that companies can use social media is to help identify people within their company – like identifying subject matter experts or people with certain passions. It is one way to connect with other employees.“
Some of Wells Fargo’s goals for its blog is education, online security as well as risk management. The San Francisco-based bank also offers live in-person events like customer advisory councils as well as global payment conferences that are geared toward learning about costumers’ needs and giving them the chance to interact with each other. „We like to be transparent“ Darius points out „and we like to hear both the good and the bad. If we make a mistake we’ll admit that...“ Hopefully, other case studies of other banks will follow...
All videos from next09 can be found here.
22.05.2009 at 09:05
[...] side of business“. To learn even more about Wells Fargo and its focus on costumer, please watch Viktoria’s interview with Darius Miranda from the next09 conference. All interviews from next09 can be found here. Please also note that [...]
10.06.2009 at 10:06
[...] Source: Tiburon-TV [...]