The Social Customer Experience

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Information about The Social Customer Experience
Social Media

Published on March 18, 2014

Author: InspiredbyCG

Source: slideshare.net

Description

Our recent study revealed that 87% of consumers find banks' use of social media annoying, boring, or unhelpful, visit http://carlisleandgallagher.com/lp/customer-complaint.html for more information.

“ Banking customers hesitate to publicly discuss complaints about 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 PRIVATE with 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 Facebook Twitter LinkedIn Blog Other 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.

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