My Marketing Trends
Kelly Kressner, Marketing Specialist
While some business owners and marketing people may wish social media would just go away, the reality is it’s not! In fact, it is getting even bigger and more pervasive. Even if you don’t wish to participate in it, you at least need to be monitoring your brand.
For example, on Twitter, you can use a free service called Tweet Deck to help manage your brand. With Tweet Deck you can set up a search for your credit union’s name as well as a general one for “credit union” and then anytime those are used in a tweet, you will automatically be notified.
Under the search term “credit union” we get about an average of 150 notifications a day using Tweet Deck. While some of the tweets aren’t harmful to your brand, check out a few that we found:
“Just fired my credit union La Capitol FCU over some *****. These banks and Fcu’s have 2 realize the people keep their a**** in business”
“The Alabama credit union is a failure. I hate this place”
“Good credit union recommendation?”
Response: “Unitus community credit union is a good one. That’s what we use”
Some of them make you want to cringe don’t they? Just remember, while you can’t control what people are going to say, you can control how you respond. For example, Bank of America (Twitter handle: BofA_help) set up a Twitter account strictly for customer service. When there is a tweet from an unhappy customer they immediately contact them and try to remedy the situation.
Also, a strong caution to those of you who are already using social media or planning to start soon, make it obvious to your members not to include account information in their tweets or on their Facebook or other social network sites. Members should be made aware that the sites are not secure and a member service representative will contact them through a secure helpline.
Learn more social media success tips! Download our complimentary PDF, Helpful Tips for Adding Social Media to Your Marketing Mix.