Vikram Krishna, Head, Group Marketing and Customer Experience, Emirates NBD
Emirates NBD, a leading bank in the region, today announced that it has been named “Social Brand of the Year,” at the recent MENA Digital Awards, in recognition of its integrated and dedicated presence on social media platforms. The bank also won an award for ‘Best use of Data,” for demonstrating successful use of Search Engine Optimization techniques to enhance the visibility of its website.
The MENA Digital Awards recognizes success stories and excellence in the digital sector, and sets the benchmark for the best in planning, creativity, innovation and effectiveness in digital marketing, technology and production.
The two awards are testament to Emirates NBD’s concerted focus on strengthening its online presence, through engaging directly with customers and ensuring that they receive superior customer support.
The ‘Best Social Brand’ award was in recognition of Emirates NBD launching a social media programme aimed at providing a scalable experience in solving customer issues. Under the programme, the bank successfully set up a dedicated social media team to focus on customer issues and transform customer experience. As evidence of its success, customer engagement levels on Emirates NBD’s various social media platforms have dramatically shot up since the start of the programme. Additionally, the speedy response to resolving customer issues has resulted in a reduction in negative sentiment by approximately 50 per cent.
“Providing superior customer service is a key differentiator of Emirates NBD’s service offering, and our social media channels are ideally positioned to facilitate direct interaction with customers,” said Vikram Krishna, Head – Group Marketing and Customer Experience, Emirates NBD. “The award recognizes the best use of customer-focused social media platforms to provide information and assistance to customers. We are honored to receive these awards and will continue to grow and evolve based on our customer requirements.”
The jury at MENA Digital Awards also recognized Emirates NBD for demonstrating best use of data for optimizing search to enhance the visibility of its website. Using tools such as Google Analytics and on-page optimization, Emirates NBD set up a tracking mechanism to map customer acquisition and source of traffic. The bank successfully enhanced its online presence by increasing organic ranking of keywords, which resulted in over 250 per cent growth in organic leads.
The awards came shortly after the bank was recently honored with a Bronze and Silver award at Dubai Lynx 2014 for its innovative campaigns on social media platforms.