CUNA News
  • LOG IN
  • Create Account
  • Sign Out
  • My Account
  • LOG IN
  • Create Account
  • Sign Out
  • My Account
  • Topics
    • Community Service
    • Compliance
    • Credit Union Hero
    • Credit Union Rock Star
    • Credit Union System
    • Directors
    • Human Resources
    • Leadership
    • Lending
    • Marketing
    • Operations
    • Policy & Issues
    • Sales & Service
    • Technology
  • Credit Union Magazine
    • Buyers' Guide
    • COVID-19
    • Digital Edition
    • Credit Union Hero
    • Credit Union Rock Star
    • Subscribe
    • Advertise
    • Contact
  • Advertise
  • Awards
    • Nominate Credit Union Hero
    • Nominate Credit Union Rock Star
  • Podcasts
  • Videos
  • Jobs
  • Contact

News

Home » PODCAST: Dealing with social media ‘haters’
Marketing Podcast

PODCAST: Dealing with social media ‘haters’

Advice and best practices from STCU’s Andrea Parrish.

April 12, 2018
Bill Merrick
No Comments
Andrea Parrish

As a digital marketing specialist, Andrea Parrish spends a fair amount of time dealing with “haters”: people on social media who aren’t happy with service, wait times, and so on.

But one instance stands out among all others, says Parrish, who oversees social media at $2.8 billion asset STCU in Liberty Lake, Wash.:

A local resident accused STCU of hosting a very inappropriate Halloween party, and left a scathing review ending in, “everyone I’ve interacted with was scraped from the bottom of the customer service barrel. Shame on you.”

The problem was, STCU never held the party. A local bank did.

Parrish handled the situation the same way as she does for every negative review.

“First, I took a second to breathe,” she tells the CUNA News Podcast.

“Then, I corrected the factual inaccuracy—‘That was not us; that would never be acceptable here.’—thanked her for her feedback, and asked for more information so I could follow up.”

Eventually, Parrish “had a really great conversation” with this person, and addressed concerns from members who had seen the negative post.

“If we hadn’t responded, then her statement about STCU probably would have stood and continued to gain steam,” she says.

In this episode of the CUNA News Podcast, Parrish explains her approach to social media, why some of her best friends at STCU are compliance experts, how she conducted a social media risk analysis, the most common social media mistakes credit unions make, and more.

You can listen and subscribe to the CUNA News Podcast in Apple’s iTunes Store, Google Play, and Stitcher Radio.

KEYWORDS social media

Post a comment to this article

Report Abusive Comment

Credit Union Magazine: Winter 2022

Winter 2022

Credit Union Magazine’s Winter 2022 issue highlights data-driven marketing, the board’s role in cybersecurity, elder abuse scams, credit unions’ auto lending advantage, and more.
Digital Edition •  Subscribe

Trending

  • House passes CUNA, League-led board modernization bill

  • CFPB issues CUNA-opposed proposal on credit card late fees

  • Key committee leaders supportive of credit union priorities

Tweets by CUNA_News

Polls

Vote for the 2023 CU Hero of the Year

View Results
More

Champion for the Credit Union Movement

Credit Union National Association is the most influential financial services trade association and the only national association that advocates on behalf of all of America's credit unions. We work tirelessly to protect your best interests in Washington and all 50 states. We fuel your professional growth at every level and champion the credit union story at every turn.

More CUNA

  • Membership
  • Contact Us
  • Careers

Resources for

  • Credit Union Advocates
  • Leagues
  • Press
  • Providers

Our Affiliates

  • American Association of Credit Union Leagues (AACUL)
  • Credit Union Awareness
  • Credit Union House
  • CUNA Strategic Services
  • National Credit Union Foundation
GET CUNA UPDATES
© 2023 Credit Union National Association | ADA Compliance Notice & Legal
Email Us