A bank acquisition is about more than combining organizations. It’s about bringing together employees, customers, communities, cultures and, eventually, systems.
Your acquisition isn’t successful just because the transaction closes or the systems convert. The relationships you acquire are what make the investment valuable.
The Twiggs Group helps banks communicate clearly through every stage of an acquisition—protecting relationships, reducing uncertainty and building confidence from announcement through integration and core conversion.
At The Twiggs Group, we’ve developed a process to help you plan for every customer and employee touchpoint you’ll need for a merger or acquisition. Our approach is simple:
The first communications surrounding an acquisition set the tone for everything that follows. We help you tell your story clearly, consistently and confidently, from Day One.
Communications strategy and planning
Acquisition announcement messaging
Leadership talking points
Employee communications
Customer letters and emails
Employee and customer FAQs
Website messaging
Media and community communications
Email campaign
Social media strategy
After the announcement, communication can’t stop. You need to protect the relationships you worked so hard to acquire. We help your employees and customers understand what’s happening as two organizations come together.
Ongoing employee updates
Staff communication tools
Acquired-customer communications
Brand introduction and transition messaging
Community communications
Customer FAQs and updates
Communication timeline
Employee talking points and customer scenarios
As integration moves toward conversion, communications become increasingly important—and increasingly complicated. We help organize the details and translate them into information your customers and employees can easily understand.
Audience and customer segmentation
Conversion communications planning
Employee preparation
Customer education
Digital information landing page
Key dates and action communications
Conversion guides and mailers
Email campaigns
Branch and digital messaging
Conversion weekend may be an operational milestone for the bank, but it’s just as big a step for customers. We help them understand exactly what is changing, what they need to do and where to go for help.
Conversion countdown communications
Account and product-change messaging
Online and mobile banking communications
Debit card and payment information
Business and Treasury Management communications
Website, email and social updates
Conversion-weekend communications
Post-launch support
Conversion day isn’t the finish line. It’s the beginning of your relationship with thousands of customers who didn’t necessarily choose your bank. We help you turn acquired customers into loyal customers.
Post-conversion welcome campaigns
“Meet Your New Bank” communications
Banker and leadership introductions
Product and service education
Digital adoption campaigns
Customer feedback
Relationship-building communications
Retention campaigns
Community involvement storytelling
01 / 05
View all five phases
Next: Reassure →
Customers want to know what the acquisition means for them. Employees need to understand what’s happening and what to tell customers. Communities want reassurance. And your existing customers need to understand what the change means for their bank.
A clear communications strategy helps you:
Protect customer relationships and reduce attrition
Keep employees informed, engaged and prepared
Build confidence in the acquiring bank
Coordinate messaging across departments and audiences
Reduce uncertainty and misinformation
Prepare customers and employees for eventual system changes
Turn a potentially disruptive transition into an opportunity to strengthen relationships
Whether your deal has just been announced or you’re already preparing for integration and conversion, we can help you develop a communications strategy that keeps employees informed, customers confident and your transition moving forward.