Keller, VA (PRWEB) March 31, 2010
Guaranty Trust Bank (http://www.gtbank.com) for almost two decades has promoted a corporate culture of encouraging simple, efficient and secure innovation in all facets of its operations and service offerings. With the emergence of social media platforms, GTBank has been able to harness these channels to effectively communicate with it's customers.
It has moved a notch higher than its competitors by establishing a vibrant presence in various online communication platforms. The bank’s profiles on Twitter, Facebook and Youtube have been designed with precision and all bear a resemblance to the corporate look and feel of the organization.
The GTBank Facebook profile continues to win over even the most cynical critics of Social Media. The Bank’s profile, in less than 3 months of its launch, set a record for African financial institutions on facebook with the highest number of subscribers. The GTBank facebook profile (http://www.facebook.com/gtbank) currently boasts about 49,000 fans.
The bank’s customers have quickly embraced and adopted this new channel with subscribers from over 20 different countries , aged between 13 and 55+ years. Customer service requests via these channels have continued to increase reaching new highs in recent months. The twitter "direct messaging" feature (http://twitter.com/gtbankonline) has become an effective medium for sending feedback (requests, comments, suggestions) to a central customer service center within the bank.
One of the unique characterisitics of GTBank’s social media implementation is the strong brand loyalty it seems to inspire in it’s customers. An analysis of the interactions across each of the platforms shows very strong user engagement. Comments from customers depicting a strong, long-term commitment to the brand are the most evident.
GTBank is also effectively using it’s presence on each of these social media platforms to drive it’s corporate social responsibility (CSR) initiatives, getting feedback from customers, improving the social impact of these projects and encouraging suggestions for new ones.
GTBank has also gone further to engage its numerous stakeholders with the introduction of Nigeria’s first digital magazine called ‘Ndani’! It’s a like for like, page for page online magazine. This e-magazine provides information on contemporary issues.
GTBank's goal for this social media communication strategy is to effectively engage it's customers wherever they may be - building and maintaining strong, long-term relationships.