The Social Customer Experience

“Banking customers hesitate to publicly discuss complaintsabout their financial institution

of consumers would never use a social media channel to solve a problem with their bank

of consumers find banks use of social media is

ANNOYING, BORING OR UNHELPFUL

of consumers believe banks use of social media is ineffective

90%prefer to discuss their problems

IN PRIVATEwith their bank

In today’s world of

instant gratification,

customer demands will

continue to increase and

it is the financial

institution’s responsibility

to anticipate and to plan

for that demand. Social

media serves as the

bellwether in customer

care, enabling intimate

and yet public

conversations between

customers and their

banks.”

- Dr. Patricia A. Sahm, Customer Experience & Channels Practice Lead for Carlisle & Gallagher Consulting Group

CG’s national consumer survey finds that

68%

52%

87%

Social Media Channels

Consumers Are Using

Banks be prepared

for the 1 in 3 who

would use social

media to complain

FacebookTwitter

LinkedIn

BlogOther

6%

54%

18%

12%

10%

#cginsight

STUDY: Are Two Calls Too Many in the Eyes of the Customer? | © 2014 Carlisle & Gallagher Consulting Group. All Rights Reserved.

National consumer survey of 1,002 U.S. consumers online in September 2013.