The Mighty Sword: Social Media as a Customer Experience Tool in Financial Services

With their long history and important role in global society, financial institutions have traditionally been characterised as being conservative and risk averse.  Enter social media.  An open platform for customers to review their experiences, air grievances, freely share opinion and details about interactions with the organisations they choose to engage with. To the ears of a highly regulated industry, not used to this level of transparency, this sounds remarkably like a threat! But is it? In this in-depth article Customer Management IQ explore:

  • Why financial institutions can’t ignore social media
  • Social media as a customer service tool
  • How can financial services companies remain compliant?
  • The risks vs. rewards of implementing a social media strategy for financial institutions
  • The challenges of resource allocation

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