If you’re working in the field of Financial Services, it can be daunting to jump into social media. With so many rules and regulations, it’s sometimes hard to know where to start. But whatever your level of experience is with the social web, it’s never too late to build stronger connections, and grow your business online.

1. Financial Services
If you’re working in the field of Financial Services,
it can be daunting to jump into social media. With
so many rules and regulations, it’s sometimes hard
to know where to start. But whatever your level
of experience is with the social web, it’s never too
late to build stronger connections, and grow your
business online.
With a sound social listening plan, you’ll be well share everything from corporate news to career
on your way to communicating more effectively, opportunities, the bank works hard to engage with
and discovering the conversations that are most their customers, too. Fielding questions about
relevant for your brand. their products and services, the @BofA_Help
Twitter account is employee-maintained, and aims
to answer questions in a timely and transparent
Provide the Best Social fashion. Openly engaging on the social web
Customer Service helps Bank of America stay on top of customer
concerns, helping their banking community get
back on track in no time.
While some customers prefer heading to their
closest branch, others just want to be able to
get their banking questions answered quickly
on a convenient channel. In a lot of cases that
Share Expert Advice
means taking your exceptional customer service
While your customers might have some interest
techniques and applying them to interactions on
in learning about the rates your bank offers, and
the social web.
the hours you keep, what they’re really interested
in is getting expert advice on financial issues
Understanding the importance of opening
relevant to their needs. Providing expert advice that
communication channels between themselves
makes sense to your customers is another great
and their customers, Bank of America strives
opportunity to build trust, and put a human face on
to be as available as possible online. While
the often serious world of finance.
maintaining a long list of social handles that
www.radian6.com
1 888 6RADIAN (1 888 672-3426) Copyright © 2012 - Radian6

2. Financial Services
Adaptu.com, is often celebrated for their online Grow Customer Loyalty
money management tools and tips. Understanding
that many social users are seeking expert advice With so many financial institutions to choose
when it comes to managing their personal finances, from, how do you ensure customers remain loyal
Adaptu.com shares resources their customers to you? Increase your visibility and create greater
need to achieve financial success. A focused social connections with your customers, demonstrating to
listening strategy helps the team at Adaptu.com your fan base that you truly value their business.
locate the questions and concerns being shared by
their customers, and ensures they’re generating Aiming to increase sales at local businesses and
content that is relevant for their audience. And this revamp the image of Main Streets across America,
attention to detail is paying off: having only launched American Express founded their Small Business
in 2010, they had over 55,000 unique viewers to Saturday campaign. Working in tandem with both
their website in the month of December 2011 alone. small businesses as well as consumers in the
same markets, American Express interacted on
both Twitter and Facebook to drum up support for
Give Customers What They Want the event and share important details. Offering
free Facebook advertising for small retailers, as
Implementing new products or customer service well as $25 vouchers for both current and non
techniques? No one knows the needs of consumers American Express customers alike, the event was a
better than themselves. Listening to customer smashing success. American Express said over 2.7
discussions on the social web is a great way to million people ‘Liked’ the Small Business Saturday
determine whether you’re on the right path, or if Facebook page, and over 190,000 tweets were sent
your offerings could use a little more tweaking to during the month of November 2011 in support of
really hit the mark. the campaign. And the success wasn’t limited to the
social web – American Express saw a 23% increase
ING Direct is a fully online bank that sets in transactions at small businesses.
themselves apart from competitors. Having no
physical locations, they knew their customers were
talking on the social web. That’s why, when it came Increase Your Accessibility
time to implement a new chequing account, the
financial institution turned to online social networks Customers’ hectic schedules don’t always make
to solicit feedback on their new offerings – and it easy to get into a branch during regular bank
they received it in spades. This effort to involve hours. TD understood the need to be increasingly
customers helped ING Direct get a huge amount accessible to their customers, so they set up Social
of impressions in both online and traditional Service centers. These centers provide customers
advertising, and attracted over 40,000 people to try with the information they need, when they need
out their new account. it – all thanks to the convenience of communicating
through online social networks.
www.radian6.com
1 888 6RADIAN (1 888 672-3426) Copyright © 2012 - Radian6

3. Financial Services
TD’s commitment to providing exceptional service about during an already stressful situation is just
really shone through during Hurricane Irene. With another way both TD and their banking community
power knocked out along the eastern seaboard, is benefiting from active social engagement.
TD was able to connect with those affected by
the power outages, and direct them to the nearest Click here to find out how Salesforce Radian6 can
available ATMs. Taking the extra step to ensure help the Financial Service industry get even more
that their customers had one less thing to worry value out of the social web.
Interested in hearing what people are saying about your brand?
If you’re looking to get started with Radian6, visit our website at www.radian6.com, or contact our
sales team via email sales@radian6.com or telephone 1 888 672 3426.
Copyright ©2012 Radian6