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|RT @Financial Services: More Than Customer Service Online|
|Tuesday, 17 April 2012 15:33|
By Natalie Robehmed
Alan Maginn, senior analyst and social media expert at Corporate Insight, the group behind the study, explains: “Companies are not just looking to solve a problem online – they’re looking to add a level of service to what they already provide.”
The report collected information from October 1 through December 31, 2011. Corporate Insight examined Facebook pages, Twitter accounts and blogs, and ranked companies by checking the amount of “likes” or retweets, as well as calibrating the number of comments or “@” replies each company’s post received.
“Over the past few years, the use of social media by financial services firms has increased exponentially,” Maggin says. “From the customer’s view, they get to deal with someone who isn’t outsourced, who is in the U.S. and who has had additional training.”
“You can see their image listed and put a face to who it is that you are dealing with,” explains Maggin.
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