Banking customers’ social media expectations

Social media platforms are quickly becoming an integral component of everyday life. People stay connected with family and friends, share personal experiences and professional triumphs, and shop for everything from shoes to major appliances using online apps. More and more customers are now also expecting their banks to provide information and services online, specifically on social media platforms.

It is a little more difficult for banks to provide and sell services and products online than it is for a retail store, as there are compliance, regulatory, and privacy issues that must be addressed. Some banks, like GT Bank, embraced the use of social media platforms in providing customer service and even allows customers to open accounts via Facebook. This could be why GT Bank is the most “liked” bank in Africa, and one of Nigeria’s most “liked” brands overall on Facebook.

What do banking customers expect their banks to deliver on social media?

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