Can customers find your bank on Google?
Google Customer Service! How easy is that? Have a problem with the Keurig, radio, Blu-Ray player? Or looking for an owner’s manual for a minibike? Just Google it! That’s right! Got a question or a problem, just Google it and BAM! Up pops the required information. Google is everybody’s library, information center. Google has become the go-to database if you have issues. More importantly, if you are a major appliance manufacturer, automaker, or just about any firm dealing with consumers or business people, it makes tremendous sense to make information about your products and services available on the internet where it can be found easily. In most cases, Google and the availability of posted information has taken the place of the 1-800 number and the customer service department. With a short search consumers can find information to resolve their dilemma in a few minutes. Ultimately, a satisfied customer!
Of course, this may not be the case for more complex questions and issues, but if you have a question about how to create a formula in Excel, nine times out of ten, there is an article or tutorial on the internet for you to find and use. Many times in the last year we have used Google to resolve problems at the office with our printers, coffeemaker, computers, and more. Most of these issues are minor and represent a nuisance more than anything else, and with a quick Google search we have the solutions we need. The real benefit is that we are in control of resolving the problem and we don’t have to wait until Monday. Can I find your bank with Google?
What’s the message here?
1. More and more users are going to the Internet first for whatever it is!
2. The Internet, and particularly search engines, can truly enhance customer service.
So other than your web page and Internet bank, what strategy does your institution use to reach your customers first? Being there when they need you is more than having a .com presence.
Creating a keyword tag using a hyperlink on a variety of issues and services can be just the ticket to being seen first versus not at all!
Google not only has a word that is easy to remember and fun to say, it has become synonymous with information searches.
What word or phrase does your institution fear? What do your customers want to see when they begin to have concerns? Have you been breached? Reach for the breach and see what you may find!
Find a tag and tell a compelling story, link it, keyword it, and then get Googled! It may be the best thing that ever happened to you.