1. Relationships next opportunity for Online Banking

    Thursday, 28 Jan 2010 2 Comments Posted by:

    Chances are that if you have ever stepped into a bank (who hasn’t?) that your experience was mostly dependent upon how well the bank employee served your needs. Sure you might comment on the line being too long, but once you were served, did you walk away with a positive experience? The positive experiences add up, and are foundation for a positive relationship.  Positive relationships usually are the reason you recommend your bank when a friend or co-worker asks how you like your bank.

    Wells Fargo has a heritage of positive customer relationships in their stores (retail bank offices). Kimarie Matthews, VP of Customer Advocacy and Loyalty at Wells Fargo Internet Services Group, shares her view of the Ant’s Eye View and bringing the Wells Fargo store legacy online.

    • Thomas White

      Seriously? Are you shills for the TARP dying banks now? Thanks a mill, Ants Eye! I thought you bled American, not socialism.

      MoveYourMoney.info

      You seriously think WellsFargo can do ANYTHING in a community-driven way? How about give back all the homes they took prematurely and are now just letting rot in all the communities of America – creating eyesores.

      I'm thrilled to see that many cities and counties (uh, those are the ACTUAL communities) are now levying fines against banks that are not keeping up these properties. A few cities are starting to place liens on the properties and repossessing them back to the city since these banks (of which W/F is one of them) don't have the funds to pay these liens or clean up these properties.

      So, stick all the talking heads on your blog that you want (did W/F pay you for this advertisement? They should have. It's the best publicity they've been given by a blog since 2008).

    • http://www.antseyeview.com seanmcd

      Thomas,
      No, I am not being a shill for TARP banks. The post was not about TARP and the aftermath, it is about a bank (Wells Fargo) exploring the social web to support customers. I applaud any company that is open to using new channels and methods to provide customer service in new ways. The social web has established new norms for humans to get information and communicate with each other. It is timely that companies (made up of humans) join the social web. Customer service on the social web is becoming an expectation (by customers) for banks, insurance companies, airlines, restaurants, any service company to listen and participate. Wells Fargo has started this activity with their customer service outreach on twitter – which is a start – while some banks watch from the sidelines.

      I agree that some banking and financial services companies have created a mess, but at the same time when a company shows positive momentum that is a good thing vs. just hammering them for past mistakes. Banks have their work cut out to regain trust. Improvements and repeated positive customer support are right steps.

      No Wells Fargo did not pay for this post. AEV does bank with Wells Fargo, so we are a business customer. What we have experienced in our local branch are supportive employees that service our account, and not trying to sell us something we don't need.