A customer of ours tweeted once that he wasn’t happy with the customer service at one of the branches of our bank. He felt he had been charged a fee that he didn’t understand, and was unable to talk to anyone at the branch because the staff was packed by other people who were cashing in checks, looking for information, and was just pretty overwhelming that day . In his tweet (unbeknownst to him that we had just set up a twitter account) said that we had let him down and that he wasn't willing to call customer support because it took too long to talk to the right person.
To his surprise we followed him on Twitter and sent him a direct message. We explained that we were sorry to hear about this experience, and gave him a direct number to call for an explanation of the charges. A few hours later, he tweeted back saying problem was solved. He has since been tweeting positive comments about Credit Libanais, and thus we have decided to launch a full-blown social media strategy.
The Credit Libanais slogan is "Closer to You," but if you're one of our customers or have done business with us, we'd hope you'd know that it isn't just a slogan. We're striving to strengthening our customer loyalty and the overall banking experience for our customers because we don't want to skip a beat. We understand that in this digital age, being online is increasingly critical for us to become because of the lack of communication between Lebanese banks and the public in recent years.
That's not to say that a positive experience with branch offices and call centers isn't still extremely important to us. But social media gives banks and other financial service firms another arrow in their marketing quivers. Used strategically, it provides a powerful two-way dialogue with customers that can significantly improve their banking experience and help us develop ways to serve them better through an-open communication platform.
So, we hope you'll welcome us onto the digital scene! Let us know what you love about Credit Libanais, and more importantly, let us know how you think we can give you a better banking experience. We're here, close to you.
The Credit Libanais Team
