e-everything. That’s what Erica Barry (Director of Digital Marketing) and Wade Barnes (VP, Director of Electronic Banking) of 1st Mariner Bank are working on. They’re responsible for the bank’s:
- social media presence
- social media training of all bank staff (see below)
- mobile app development
- online banking strategy
- core software conversion
- current and (coming this spring) new website
- blog content
- YouTube videos
- click-to-chat assistance system
- upcoming personal finance aggregator, called Mariner 360
- e-newsletter and other outbound communications
- Joe Flacco TV spots
- brand awareness campaign
- marketing approval of branch and product collateral
Plus, they’ll soon be overseeing the call center and ATM network. (Maybe it would have been briefer to list what Erica and Wade aren’t doing. They don’t cash your pay check. And I’m sure there’s something else.)
I sat in on Erica’s social media training of new tellers. Here she explains how, by minding Twitter, the bank was able to convert a disgruntled (and influential) customer into a 1st Mariner evangelist.
