Wells Fargo the latest brand to open social media command center
The banking giant’s stated goals for the center are to track sentiment and help with customer service. If there’s a lending question that comes up, though, that gets kicked to the lawyers.
Wells Fargo is the latest corporation to jump on the social media command center bandwagon.
They’re certainly not the first brand to do it, or even the first financial institution to do it (MasterCard has been there, done that).
Here’s how it works, according to AdAge:
The bank has a dozen people in San Francisco — as well as a team of six in Charlotte, N.C. — to monitor and post to social-media channels like Facebook, Twitter, LinkedIn and YouTube. (A launch on Pinterest was set for early April.) They sit in front of a bank of TV screens that broadcast mentions of the brand and how social sentiment is trending.
The command center also has a customer service angle, which allows the company to immediately address any customer issues that may arise via social media.
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