How Wells Fargo Tracks Twitter Interactions
By Michael Stelzner
Published July 29, 2011 
In this video I interview Kimarie Matthews, vice president of social web for Wells Fargo.
Kimarie shares how Wells Fargo uses Twitter to improve customer support. You’ll also discover how she documents Twitter interactions to monitor customer sentiment and uses the data to develop a business case for social media investment.
Be sure to check out the takeaways below after you watch the video.
Here are some of the things you’ll learn in this video:
- How to add value on Twitter
- How to manage different channels on Twitter
- What day-to-day activities create the basis for a strong presence
- How to listen to customers
- How to handle customers who are having a less-than-desirable experience
- How to look for feedback from customers and get it back to the store in question
- How to manage corporate Twitter accounts
- How mobile impacts the social interactions with your customers
Connect with Kimarie on Twitter @Kimariematthews and also @Ask_WellsFargo.
Do you use Twitter for your business? What tips do you have to share to get the most out of your Twitter strategy? Please leave them below.
Michael Stelzner is the founder and CEO of Social Media Examiner, and author of the books Launch and Writing White Papers. He's also the host of the Social Media Marketing podcast. Other posts by Michael Stelzner »
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