Social media is impacting not only on how small and big companies conduct their daily business activities but also on their relationship and communication channels with clients.
The use of platforms, such as Twitter, are removing some of the hierarchial tape and letting consumers communicate in real-time with higher level employees from within the companies choosing to get on board.
Banking Review Media’s article, ‘Did ANZ open a new branch and forget to staff it?’ discusses how the big banks overseas are using social media and how in Australia, ANZ Bank attempted to engage with the Twitter community.
Australian banks are running out of excuses for not serving customers via Twitter, following the establishment of verified Twitter accounts for the Commonwealth Bank and Westpac.
The verified accounts go a long way towards ensuring customers communicating with a bank via Twitter can have confidence it is actually a bank representative they are dealing with.
Twitter may not yet be a mainstream social media platform, but the growth in its use by Australians continues to astound.
Experian Hitwise says around 20 per cent of all Australian Internet users visited Twitter.com in October 2009, and this month Telstra revealed use of Twitter on mobile devices by its five million 3G customers jumped by 450 per cent in the last 12 months.
In the US, which accounts for nearly a third of all Twitter traffic, banking giants including Bank of America, Citi, Wachovia and Wells Fargo routinely deliver information and answer common customer questions on Twitter, with the platforms manned by dedicated staff during bank office hours. Looking more globally, Christophe Langlois from Visible Banking is monitoring more than 1,000 financial institution related Twitter accounts in 60 countries…
Australian banks on Twitter
ANZ (inactive)
@ANZmoneymanager
2,000+ followers
Aussie Home Loans (active)
@aussie
2000+ followers
Bank of Qld (active)
@BOQ
250 + followers
Commonwealth Bank (active, verified)
@NetBank
367 followers
ING Direct (yet to tweet)
@INGDIRECT_AU
140+ followers
Mecu (last tweet May 5)
@mecu_limited
60+ followers
NAB (yet to tweet)
@nab
750+ followers
RaboDirect (active)
@RaboDirectau
600+ followers
Resi Home Loans (active)
@resihomeloans
170+ followers
Savings & Loans Credit Union
@savingsloans
370+ followers
St George (active)
@stgeorgecareers
700+ followers
Suncorp Bank (yet to tweet)
@SuncorpBank
90+ followers
UBank (active)
@UBank
2500+ followers
Westpac (active, verified)
@westpac
1500+ followers
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