Digital Pulse Piece on Unauthorized Banking Transactions and consumer reactions. This can shed light on how service issues impact on banking brands, and service brands in general. · For banking brands – Could incidents like have an impact on why banking clients are hesitant to start online banking? · For service brands – How should we be ready for discussions online when consumers talk about service issues within their networks? Let's discuss! You can reach me at http://www.twitter.com/beaa

19. REASSUREand regularly remind banking clients of the safety in online transaction, going back to Education

22. PROACTIVE CUSTOMER SERVICEby publicizing the channels to use (phone, web, Twitter) as soon as they need help.

23. SOCIAL MEDIA MONITORINGto listen to what our consumers are saying – and possibly complaining about – to their social networks.CHECKPOINT: Have you already Searched to find out what consumers are saying about your brand online?