Corporate Social Media Case Study: Wells Fargo
Wells Fargo is jumping into Twitter with their account, Ask_WellsFargo. The company describes their intentions on the micro-blogging platform on their Twitter page, saying:
“We’re testing this Twitter channel to learn how to best serve our customers. Since we’re just getting started we can only help you with your basic banking needs” — anything related to mortgages or investments is directed to their customer service hotlines.
The account is managed by Wells Fargo’s Joel, who offers to help with checking, savings, or online banking account questions Monday – Friday, 9 – 5 PM (PST).
Disclosure: Wells Fargo is a Blog Council member (and an awesome one at that!), but even if they weren’t, we’d write about them anyway.
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{ 3 comments }
Nice start. I bit timid for a company of this size.
1. How much credibility/sway does Joel have to fix policy/processes/culture?
2. If he’s not watching the trends and responding (not just the ‘direct’ stuff) — he’s missing the real conversations.
I was very excited to see that Wells Fargo is headed up the path of social media. Oh dear, though, that disclaimer fine print on its Twitter Profile Page? Total turnoff. It’s a buzz kill.
Do you have any QC processes for the loan appraisals that you carry out? or the appraisers get a free hand to do what they want to?
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