Customer satisfaction and public perception are essential in building a client base in the financial services industry. With this client, Move Digital Group implemented a reputation managment strategy that increased positive feedback by 140% through a streamlined feedback system, social media tracking and engagement reports.
Challenge
Redstone Federal Credit Union, a top-25 credit union, wanted to raise brand awareness. However, their initial increase in Facebook engagement was also increasing social customer service complaints.
As a result, negative reviews for the brand increased on Facebook. The credit union’s member services team, along with Move Digital, focused on solving member issues with a robust social care strategy before complaints escalated to negative reviews.
Solution
Move Digital’s social media strategists worked alongside our client’s member services team to implement service-focused procedures, decreasing member wait time for resolution.
With Move Digital’s streamlined feedback system, social media tracking, and engagement reports, our client implemented changes to the brand’s overall customer service that delivered social media care results for the credit union.
Results
42% decrease in negative mentions on social media channels.
140% increase in positive mentions of the brand on social media.