A recent cheeky interaction in its social media center helped NAB win a new client. A small business owner in Victoria sent a tweet to all the major banks in Australia: "OK Twitter: Westpac, NAB or CommBank? Which is the best of the bad bunch?" One of NAB's social media representatives replied: "I'm a little biased, but I hear @nab are fantastic." The small business owner replied, "hahaha. Okay. You guys win our business based on that tweet alone."
About two hours later, one of NAB's competitors posted an automated response to the tweet that said, "We have noticed your tweet. Please let us know if we can help you with anything. Thanks." The potential customer wrote back, "but your reply wasn't as cool as @nab's."