This is the Social Media Command Center, I
have specialists from retail, from credit card and home lending reacting to customer inquiries in
real time. [Hey Dani, can you come look at this for a minute? Sure] People tweet us and we answer their
questions. These are clients or potential clients that have questions about the firm and our products.
[We just had to go ahead and send him his new card] If you’re our customer and you’ve got a credit
card with us, a retail checking account, your loan with us, for the first time at this bank you have customer
service specialists from each line of business sitting together and working together on Twitter.
[Let’s see if we have any branches there] Interacting with customers in a social world is new and it’s
fun and exciting. [Oh yeah there it is, it’s right there. I gotcha] The Social Media Command Center is housed
at Polaris in the middle of the atrium. You can stop and on the side of the building what you’ll see
is two huge monitors. You’ll have individuals standing there looking at a scrolling feed of the actual
tweets from our customers and they’re saying wow “We didn’t even know Chase was on Twitter”. [Oh that’s
great! Well then she did a really good job] Customers like the experience, they love interacting
with the team and they love that Chase is willing to go where they are, it’s very dynamic, it’s engaging
and it’s real time. Everybody is on some sort of social network, it really is where the world is going. We’ve
broken on traditional perceptions of banking. You go to twitter.com/chasesupport and you say “Wow!
This is my bank”.