The Social Customer Experience

  • Published on
    15-Apr-2017

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  • 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 todays world of

    instant gratification,

    customer demands will

    continue to increase and

    it is the financial

    institutions 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

    CGs 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.