You don’t have to be Wells Fargo to do social media
by. Matt Andresen
Banks are still leery about swimming in the “risky” waters of social media. But what if there was a lifeguard on duty to help spot any potential problems on the horizon?
Wells Fargo has decided to do just this, employing lifeguards called “social-care bankers.” These social care bankers have a customer-service role: they help address problems that Wells Fargo customers raise on social channels. For example, if a veteran has a service issue, a social-care banker might route him or her to a Wells Fargo team focused on veterans.
Just because you don’t have the same resources or scalability of the fourth largest bank in the country doesn’t mean you can’t implement a few steps to ensure that you won’t be caught off-guard by your social media. You don’t have the time to monitor your bank’s Twitter stream all day, but you do need to be aware when someone has mentioned you in case you need to reach out to them.
Luckily, it’s easy to track mentions on Twitter. You can track mentions on Twitter to maintain your brand’s reputation, respond to satisfied and unhappy customers, and stay current on industry trends.
Below are easy instructions on how to save a Twitter search:
- In your Twitter account, type your search query into the grey search bar
- Hit enter for search results.
- Click on the grey button with a gear, and select “Save search.”
- Your search will appear in a drop-down box under the Search bar from now on.