Demand generation and brand awareness are the top two key brand objectives With the resulting data, we’ve hand-picked five key insights to help you chalk out your customer engagement strategy for the current and upcoming year. We used Sprinklr’s proprietary AI to analyze the Facebook, Instagram, and Twitter posts of the world’s leading 50+ banking and financial institutions published between August 2021 and August 2022 across their 100+ social accounts. Thus, new and emerging banking, financial services, and insurance (BFSI) players must capitalize on the current social media trends, create communication strategies that resonate with audiences, and foster a data-driven culture that puts customers first to stay competitive. And their slapdash approach has only added to their woes - lack of engagement and stagnant social media following. Plus, they keep refining the infrastructure needed to process customer data into actionable insights to connect with and serve customers in meaningful ways.īut most financial services institutions have only just begun to embrace social media as a marketing and customer service avenue. These social banks, are aligning their social media presence with their organizational mission and goals. Leading banks and insurance companies worldwide have started to heed the call - by prioritizing transparency and two-way engagement through social channels to meet and surpass customer expectations. To drive stronger, sustainable, profitable, and mutually beneficial relationships in this digital-first world, knowing your customers inside out and engaging with them on their terms is important. “Digitally impatient” customers demand to be heard, understood, and valued. The proliferation of social platforms in recent years has changed shifted consumer behavior and expectations. Social media has transformed how businesses engage with audiences.
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