HONESTY TEST: Wrong changes!
Have you guys watched this series of NAB newest ads on Youtube?
I was pretty amazed with the previous campaign from NAB, the "break up". It was huge, and the Social media platforms were integrated brilliant. As well as using social media in a positive way, NAB have used Twitter to reveal bad news to customers, with the bank last year Tweet that there were some technical problem with its online banking portal.
If numbers stand for victory, Commonwealth and Westpac win in Facebook and Twitter respectively here. However, in general, NAB seem to be the big player in both field. Speaking of this, I really wonder is Social media worth invested for banks?
Is it because of the trends that banks are having their presence online? Maybe. Or maybe not.
Why go for Social media? Why? Because this is one of the ways society communicates now. What financial institution would be arrogant enough to believe that it could just ignore the activity that is happening in social media and expect it to manage itself without (negatively) affecting their brand?
If a bank doesn't respond to their consumer grievances, another bank will. And the bank that is most available and helpful in the medium that people are using - which now is social media and its associated platforms - will be victorious. How successful they are is another issue entirely.
I had a look at NAB's Twitter and Facebook accounts, they are actively respond to their followers' questions and comments. But one of the thing that I'm more than concerned is even if they are actively involved online, are they actually helping their customers in real life? (For the similar topic, have a read at this blog Amity's blog post about her experience with Online brand's performance)
How about your thoughts? For what it's worth, would you like a bank's Facebook fanpage or follow its twitter?
