Ambar Brahmachary Head of Marketing & Customer Experience, Mashreq
Mashreq, a leading financial institution in the UAE, won the “Best Social Media Strategy” award at The Customer Festival Middle East ceremony that took place in Dubai recently.
According to Social Bakers & Rival IQ, Mashreq had the highest average audience engagement ratio (per post, per follower) from January to October 2015. Mashreq garnered 440 thousand Likes on Facebook, 114 thousand followers on LinkedIn, almost 22 thousand followers on Twitter and a growing fan base on Instagram, which currently has over 2000 followers in a short period of time. In addition, Mashreq recently launched the #youAE campaign driven primarily via social media to encourage the UAE public to share their stories of inspiration and acknowledge those who make the UAE such a special place. This campaign runs through to National Day, December 2nd, and stories will be shared across the bank’s social media channels and its website.
“Our strategy is simple; maintain dialogue with customers and remain available for assistance. Simple as it may seem – it has required immense dedication and effort round the clock and I would like to congratulate our team on this well-deserved win”, said Ambar Brahmachary - Head of Marketing & Customer Experience, Mashreq. “The power of social media is undebatable; our understanding of the crucial need to be readily available and accessible to our customers is the drive that pushes us forward in bringing winning social media strategies to life”.
Mashreq is touted as the most active and engaged Bank across social media in the UAE. It has efficiently employed social media platforms for nourishing its brand and product awareness, and most importantly, for effectively managing all customer complaints by limiting response time to 1 to 3 hours on weekdays and ensuring all concerns are addressed.
In 2015, the Bank was also recognized among leading industry players for ‘Best GCC Branding’ from Banker Middle East Industry Awards, reflecting Mashreq’s commitment to expanding brand presence and increasing customer engagement.