Last week I conducted an investigation into how 20 top UK retailers handle social customer service. It was a fascinating insight into the world of Twitter customer care and revealed just how a consumer’s experience can vary from brand to brand.
This week I’m turning my attention to retail banking.
Earlier today I interviewed First Direct’s senior communications manager Amanda Brown and learnt some best practice tips as well as guidance on what to expect from aiming a Twitter enquiry towards a bank.
Will I experience the same level of personality as I did with non-banking retail brands? Will I have to be taken to a more secure channel? Will the banking industry just be too busy to answer my question?
Let’s find out…