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Podcast: Social media, consumer care and customer acquisition

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More than ever, a social media presence for banks means more than mounting a Facebook page or sending out generic Twitter messages. Melissa Musgrove of Regions Bank shares how her institution leverages social media to address service inquiries, handle complaints quickly and win new customers. She also stresses the need for replacing sales pitches via social media with meaningful information and advice.

From the podcast:

  • Melissa previews her session at BAI Beacon, Social Acquisition: New Approaches to Customer Acquisition.
  • Melissa discusses the role that social media plays in acquisition, but the growing important role of social customer care. For more on what financial services organizations are doing in the social space, check out the podcast: Using bank employees as social media brand ambassadors.
  • The podcast references the article, Three simple strategies for better customer service on social media.

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The podcast is sponsored by Pega and Harland Clarke.