I get very frustrated when I feel like people aren’t listening. In fact, having a conversation with customer service professionals when I feel misunderstood is one of life’s most aggravating experiences. Banks are no different when it comes to being heard from a customer. With customer complaints and fees seeming to increase in parallel, it’s no wonder that Twitter and Facebook have users dedicated to such topics as “Bank of America Sucks” with rants and complaints on various banks.
While retailers and businesses of every kind have jumped on board with social media and use it successfully, banks are slow to respond, claiming that since they are under strict rules with regard to risk and privacy regulation when it comes to consumer communication, it is difficult and not worth investing in various forms of social media.
However, don’t give up entirely. As a consumer, your strongest voice could possibly be heard online (or in a park). Many banks or financial services providers will engage with customers and provide an opportunity for you to give feedback.
Here are some examples of how banks are attempting to connect to consumers:
– If you live in Oregon, South Valley Bank & Trust has a blog called ‘Ask Bill’, answering questions by its own CEO.
– If you aren’t online much, you could voice your opinion on any topic, not just banks, in Central Park (or a park near you) as part of HSBC’s Soapbox campaign. Check out what people have to say about immigration in this YouTube video here.
– If you live down under, you had an opportunity to rant on what you don’t like about banks in Westpac Bank’s ‘Truth Pod’. The bank rolled out free checking accounts, while getting some great feedback from people off the street. What was the number one thing people don’t like about banks? Fees. Guess the whole world is more alike than different!
So, be sure to check out your bank’s social media presence on Facebook, Twitter, LinkedIn or check their web site for blogs, forums or other ways they are reaching out to their customers. In case you don’t think you’ll make a difference, remember what happened to HSBC when their customers revolted and rallied on Facebook – In 2017, they managed to complain so loudly on the ‘Stop the Great HSBC Rip-Off’ page that the company was forced to back down on student overdraft fees.
A little participation can go a long way.