Shayne Nelson, Group Chief Executive Officer, Emirates NBD
Emirates NBD, a leading bank in the region, has been ranked 25th among all banks active on social media in 2014 on a global scale. Compiled by The Financial Brand, a USA-based online publication focusing on branding issues and providing strategic analysis and insight on a range of critical brand-building tools, the ‘Power 100’ is the only like-for-like ranking of banks’ success rate in social media platforms.
Additionally, the bank was ranked 29 on the Top 100 banks on Twitter with over 41,000 followers, and 14 for most all-time YouTube views, in the independent survey that calculates ranking based on Facebook ‘likes,’ Facebook ‘engagement rate,’ Twitter followers, Tweets sent, YouTube views and YouTube subscribers.
Emirates NBD’s Facebook page has reached unprecedented levels of customer engagement, reflecting the bank’s efforts in strengthening its online presence by engaging directly with customers while transforming customer experience. The bank currently has a fan base of 330,000 on its official Facebook page, making Emirates NBD the largest followed bank on Facebook in the UAE.
“Earning a spot among the top 25 global banks on Facebook is a testament to our concerted efforts to engage with customers on real time basis while ensuring that they receive superior customer support,” said Shayne Nelson, Group Chief Executive Officer, Emirates NBD. “While we remain committed to delivering on our promise of innovation, the bank’s other social media platforms such as Twitter, Instagram and LinkedIn are helping us provide best-in-class customer service, at par with global best practices. Most importantly, our active presence on social media has enabled us to fast track the process of dealing with customer issues, leading to greater customer satisfaction.”
“I would like to take this opportunity to recognise the efforts of our Group Marketing and Customer Experience and social media team, and thank them for their valuable contributions towards achieving this success,” added, Nelson.
Emirates NBD launched its social media presence in August 2012, with an initial focus on Facebook and Twitter. Backed by a robust strategy on customer engagement and interaction, the bank’s presence in social media has gone from strength to strength, and today it has become a critical aspect in providing scalable experience in solving customer issues. The bank is considered second to none in customer service across industries. This is further evidenced by the top position Emirates NBD has consistently retained on the Top Honors List in Customer Service by one of the leading dailies in the UAE.
The top 25 ranking came shortly after Emirates NBD was named the most valuable banking brand in the UAE with a brand valuation of US$ 1.78 billion in The Banker’s ranking of top 500 global banks, up 24 places from 2014.