When it comes to the social media phenomenon, financial institutions overall are poorly advised. They focus too much on marketing and sales, and usually use the wrong KPIs to measure ‘success’. While it’s extremely rare now to find a bank or insurance firm without some kind of Facebook and Twitter presence, unfortunately it’s even rarer to find a financial institution which successfully leverages the unique specificities and benefits of those very different channels.
In the last 24-36 months, social customer care has rightly become one of the most popular applications by brands, including financial services firms. Chances are that people are already having daily conversations about your brand, good or bad. This gives you a fantastic opportunity to engage and, first, identify your most vocal brand ambassadors and increase customer acquisition and, second, turn your angry customers into your champions and increase retention.
The speaker for the session is Christophe Langlois, the author of ‘customer experience without borders: a practical guide to social media in financial services’. Christophe is a trusted social media advisor to the global financial services industry and is currently a social media planner at The Social Partners and CEO of VisibleBanking.com.