Tuesday, June 19, 2012
After the loads of negative publicity the banking industry took during the financial crisis, banks could use a way of getting back on their customers' good side. One method banks have been using to appeal to customers is social media.
According to Accenture, Citigroup has implemented a variety of social media strategies to create a better customer experience, including a blog that seeks questions and comments from customers, as well as a service that allows customers to contact the bank through Twitter.
Accenture sees many banks trending toward the "socially engaging" banking model in the future. In this model, banks will monitor customer feedback through social media and provide social digital marketing to engage the customer.
It should come as no surprise that banks have been turning to social media to get customers back in their favor, as hundreds of millions of people worldwide use social media platforms daily. As of December 31, Facebook had 845 million active monthly users, according to Venturebeat. With so many active users, it is a practical platform for companies to reach customers.