I recently came across a blog post titled Who needs Social Media? My Banks! The writer complains about trying to reach his local branch of a large bank in Florida. He finds it quite difficult to get a phone number let alone reaching out to his bank through other channels (ie Twitter). He is now considering switching banks.
It highlights the basic challenge we face as bankers. As he notes, we often talk about banking as a relationship between us and our customers. If so, how can you not get involved in social media? The ability to reach out, in real time, is one of the key attributes of these channels. For both parties. And isn't that really what customer service and relationships are all about?
FYI- if you are a bank with a location in Boca Raton, FL and are using social media, you may want to reach out to him. Sounds like a good prospect!