Question (1/19/21): Does anyone have a joint
marketing agreement that they use with partners they would care
No marketing agreement. Contracts come from the
vendor and are negotiated from there.
Question (1/19/21): Who everyone is using for
the their customer email program. Constant Contact? MailChimp?
Something else?And has anyone had any issues with customers
raising concerns about the emails they receive because the links
shown in the rollover do not look like the bank’s URL? We
are using Constant Contact and they add unique coding to the
hyperlinks to use for tracking purposes and a customer became
suspicious that it was a Phishing email. Just wondering if
this a common issue or if there are other options out there that
don’t create this concern.
GetResponse. There are pros and cons. The price is
great but there are limitations. I am hoping to add Pardot
marketing automation onto our instance of Salesforce and start
pushing out email campaigns through that
Salesforce and are working on the integration with our new
core – FIS Horizon, and plan to use Pardot as well. It
should be fully integrated. I don’t know if there will be
an issue with the URLs.
Constant Contact – Issue with delivery – so many emails
don’t reach the recipient even with a valid email. It
doesn’t support the ability to send informational and marketing
emails with no opt out capability.
Constant Contact with no complaints from customers about
the links. A new CRM that is core integrated will eliminate the
need for Constant Contact.
Constant Contact for one off emails and moving to SendGrid
for automatic emails. There is automation with the core
to auto send emails based on certain user “triggers”.
SendGrid is good for automation, Constant Contact good for
design. We put UTM codes in all links for tracking
Use KASASA. In addition to KASASA pushing out emails, we
use Constant Contact and have been pleased with our email
campaign performance. To date there have not been any
complaints about coded urls.
(1/25/21): What are you doing with your Annual Report this
year? Are you printing it or creating a digital annual
We will still print our annual report this year but each
year we reduce the quantity and post a digital copy on our
investor relations website. This year (and last year) we
removed the marketing piece—less stories, text and photos and
focus on the financials.
We are still producing a printed Annual Report however we
printed significantly less last year so I feel that will apply
for this year as well. We have added the pdf version of
our annual report to our website for the past few years.
In 2017, we cut our Annual Report marketing piece down to 1
page (front and back), which includes a letter from our
chairman and financial highlights. We print a small run and
also post it on our investor relations website. Last year, we
bound the marketing piece and 10-k together with a nice color
cover. There is continued debate on how many we should mail out
to shareholders, but last year we were forced by the pandemic
to provide it digitally to everyone except for those who
contacted our transfer agent to request a printed copy.
For the second year in a row, we will be producing an
Annual Report that will be distributed digitally.
We are both producing a print version and a digital version
(which lives on our website) – we did this last year and it
worked well. We’ll reduce the numbers being printed but
For the past several years we have posted a pdf on our
website, as well as printed hard copies. Our shareholders and
customers like the full-on version we develop each year, so
we’ll continue with the format. We had great success
distributing our 2021 calendar through the drive-ups. If our
lobbies are still unavailable to walk-in traffic when the
report publishes, we will probably do the same with the hard
copies we have for customers and guests. We also distribute
through the welcome centers in our markets and take a few
copies to Chambers of Commerce and hospital waiting rooms.
They’re a great introduction to the bank. We may not print as
many this year, but we will print them.
Both – it has a marketing element and we print it as well
as make it available digitally, but have significantly reduced
the extra quantities.
In the past we have created the traditional printed piece
featuring our clients and lines of business and included a
pocket in the back for the financials. I usually
overprint to keep 300 on hand for business development and
other community outreach and another 300 are mailed to our
shareholders in advance of the annual meeting. Even
before 2020, its usage in print had gone down and I found we
had too many extras that were thrown away.
With COVID and the shift towards much more
digital access, we decided this year to create the report as an
interactive micro site linking to content throughout our
website, expanding on existing customer stories as it relates
to the support needed through PPP, as well as highlighting our
digital capabilities from our core conversion last year.
We will print a small quantity for the shareholders’ mailing
and for marketing purposes, provide links to the micro site in
Question (1/25/21): Are you using a
scheduling tool or partner to manage the branch appointment
No, we currently aren’t using a scheduling tool however I
have shared with our teams the availability for us to do this
via Facebook and Google My Business. Has anyone
considered those two options?
We just kicked off this project with Kronos, so we plan to
have an online appointment scheduling tool soon. Their solution
also includes a component called Lobby Tracker which helps
monitor the execution of appointments and streamline the
We do not use a scheduling tool at this time. The
branch sets the appointments.
We are not using a scheduling tool or partner – we do have
links to forms on our website where folks can request
appointments with various specialists. Our branches are
open so no official appointments are needed for regular
Up to now, we’ve encouraged customers to call their branch
direct. However, we are looking into incorporating a scheduling
tool on the website.
Yes, we launched Kronos a couple weeks ago and its going
great. We haven’t promoted it but customers have found it via
the link on our website.
We are not using a scheduling tool. All of our branch
lobbies are open for walk-in assistance.
Question (2/1/21) : February is Black
History Month. I would love to see what other banks do for this
celebration. Do you run any ads, special social media posts, or
any other type of marketing efforts?
The past two years, FNB has had Black History month
spotlights throughout February on our Facebook page, and those
have been some of the most highly viewed posts we’ve had for
our social media presence, full stop. I initially kept
the posts focused on figures local to our region, like Anne and
Chauncey Spencer and Dr. Robert Johnson (in order: a renowned
poet, the founder of the Tuskegee Airmen, and the coach of
Arthur Ashe and Althea Gibson), as well as Maggie Lena Walker
(banking pioneer). The second year, I focused on the Harlem
Hellfighters, HBCUs, and Katherine Johnson, NASA legend. For
Anne and her son Chauncey, I actually interviewed Shaun
Spencer, Chauncey’s daughter. She gave me a copy of some of her
grandmother’s poems, as well as family photos to share on our
page. I also interviewed Dr. Johnson’s surviving daughter for
some firsthand insight. For the second year, in addition to the
spotlights, I shared local museums and tours tied into Black
History. This year, I’m thinking of Barbara Johns, since
this is the 70th anniversary of the historic protest
she led working towards integrating schools, and that gives way
to Ruby Bridges, my second spotlight. That’s my very
long-winded way of saying yes, we do.
We are planning a some social media posts to highlight
Black History Month.
- We have social media posts highlighting notables during Black
History Month. With Barbara Johns being from Farmville and some
of her family still very much present, as well as my Marketing
Officer being on the Board at the R.R. Moton Museum, we have
opportunities to add the local interest we believe are important
to include. We replicate some of these individuals on our
in-branch video monitors, as well.
Question (2/4/21): Does your bank offer
contactless debit cards? Can you tell me if you did a mass
re-issue of all cards? Or issued contactless cards just as
the old card expired? If you do offer them, can you share
your reasons or thought process for why you decided to offer
We do not have any current plans to offer contactless debit
cards. This is due to a lack of customer interest, low
number of merchants taking contactless and the higher cost of
plastic. Also, we prefer to focus on digital wallets as a
form of contactless payments.
We are not offering contactless payment except through the
digital wallet. We’ve had pretty good success with that
We just started offering contactless debit cards and
have decided to switch cards over as they expire instead of a
mass re-issue. The goal was to offer our customers more
contactless payment options (in addition to mobile wallets)
given the pandemic circumstances. In our area we are seeing
increasing demand for this option, but not quite enough for us
to justify the cost of a mass reissue.
We began issuing them as part of our system to FIS/Horizon
– shows we can offer similar services larger banks do.
Not knowing a pandemic was looming when we established the
scope of services in the conversion, we knew it was newer
technology and this was a good time to introduce. We only
have promoted them softly on our website and in other materials
that list our services. We did not do a mass reissuance;
customers will receive the new card upon expiration. We
are working on instant issue too, and those cards will also be
contactless. However, our ATMs are not yet programmed for our
customers to use. Working on that this year. I think our
customers need a tutorial on the functionality so I plan to do
more direct promotion using our email marketing (whenever I can
get it up and going).
We would like to offer contactless, but I believe JHA does
not have things ready for us to be able to offer it with our
debit cards but as soon as they do, we’ll be adopting.
We are offering contactless payment via mobile wallet and
have been promoting at least once a month. So far I have
not heard of us moving to update our debit cards to contactless
to date. I do know our credit cards are issuing contactless for
Question (3/17/21): Do you post job
openings to your social media? If so, how successful have you
been with finding good candidates?
We post a generic “we’re hiring” advertisement and direct
them to our website. It has provided positive results for us as
our employees start to share it as well.
We use LinkedIn but not Facebook
We do not post openings on social media, but we have found
great success in boosting our Indeed job postings. We do
anywhere from $5 – $50 a day depending on the urgency and have
seen an upward of 250 applications daily. We do encourage
questions to filter down applicants, as when you boost the job
postings you will get a lot of responses.
We post our job openings on LinkedIn only.
We post on Facebook, Twitter, Instagram, and Linked In.
We’ve heard from HR anecdotal stories that some have learned
about positions that way.
Currently we only post on Indeed. I have been
lobbying my HR team to post positions on our website so we can
link from LinkedIn. I would think on social it would help
drive more traffic to the website.
We post on Facebook & LinkedIn (as a news feed post & job
posting). We have seen an increase in applicants and
have hired employees that have seen the job(s) on
social. For us, it’s helpful when employees share
it, so people in the community or circles of influence see it &
may point someone in our direction.
We post on FB and get lots of applications. Also, Indeed
and on our website.
We tried posting job openings on all our social media feeds
(Facebook, LinkedIn and Twitter) briefly but the candidate
quality wasn’t quite what we were looking for. Now we only use
LinkedIn for job postings.
We do post to our social media channels (Facebook,
LinkedIn, Twitter) and our applicant system automatically posts
to some free FB job site. We’ve seen no results from
there. We get almost all our candidates from Indeed –
another source that our applicant system posts to.
We have posted a few job openings on LinkedIn however I am
not sure if any applicants from that channel were hired.
We post positions as “Come work with us” or “We’re Hiring”
on Facebook and LinkedIn, as well as job listings on
Indeed. Like some of you, the social media posts are
liked and shared by our employees and followers who share with
their friends. Our HR Director tells me our referral
fee for employees is our most successful recruiting
We post job both general we’re hiring posts and specific
job listing posts on LinkedIn, Facebook, Instagram, and
Twitter. It’s been effective and also encourages our employees
share it and help with recruiting.
Question (4/7/21): What are your bank’s plans for
Juneteenth this year especially since the holiday falls on a
We will be posting a few things on our social channels
leading up to the day, and then a post on Juneteenth itself.
There’s lots of great resources (for teachers, but still) here:
We will be closing our branches on that Saturday.
We will be closing our branches that Saturday. We
added it to our calendar in January and the teams were very
happy to see we are observing the holiday. We will also
plan to run some social media posts. And looking forward
to hearing what others are planning.
There are several holidays observed in our communities that
the bank does not formally celebrate since they are not federal
holidays. Juneteenth is one of those. While we don’t formally
celebrate Juneteenth, because of its significance to a segment
of our employees and the importance for all of us to be aware,
our president will send out a bank wide awareness email
informing our employees of the day’s origin and encouraging our
employees to be mindful of its significance.