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Social Engagement was once thought of as an exercise for FMCG brands who needed to remain on the right side of public opinion, and remain at the top of the mind for potential customers. However, more and more organisations are realising that social engagement should become a key decision influencer for many organisations in the modern world as it is often the only true barometer of genuine opinions and issues with core services.
Now that over 83% of Fortune 500 companies are on Twitter, surely it is time to realise that simply “being on Twitter” does not equate to a defined social strategy. Are you aware of what sentiment customers have towards you, and how you stack up to competitors? Our listening shows some major banks have only 15% positive tweets, whereas others up to 85% positive. 55% of companies ignore this feedback according to Satmetrix – If you’re not listening to this vital data, you are missing out on an opportunity to see the changing priorities of the customer, what’s working in the market, and learning what needs to be improved in your service. Being able to monitor, track, analyse and respond to trends in sentiment about your brands, campaigns, products or competitors can provide an insightful competitive edge.
Whether a public facing, or business to business organisation, they key decision influencer in the financial sector is trust and technology can enable users to build and develop that trust by providing tools to help you know your customer and provide them a personalised service. Microsoft Social Engagement can help you engage with a customer and develop a relationship over multiple social channels, helping you and the customer find the right proposition before you even meet face to face. Linking this information into Dynamics CRM means you can immediately raise a customer support case for any negative tweets, along with raise a lead to chase up for any positive.
Being prepared, in control and knowledgeable are the greatest assets FSI organizations have at their disposal today, Dynamics CRM can ensure you are always up to date with the industry, and the customer’s opinion of you. risual work with a number of financial services nationwide, to find out more about what we could do for you, simply fill in the form below.