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Move Digital Group

Move Digital Group

Web Design, SEO & Social Media - Huntsville, AL

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Social Care Strategy Increases Positive Feedback by 140%

You are here: Home / Case Studies / Social Care Strategy Increases Positive Feedback by 140%

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.

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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

42% decrease in negative mentions on social media channels.

140% increase in positive mentions of the brand on social media.  

140%
INCREASE in positive mentions

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Move Digital Group • Digital Marketing Agency in Huntsville, Alabama

Services include: Web Design • SEO (Search Engine Optimization) • Social Media Marketing & Advertising • Digital Advertising & Pay Per Click • Content Creation

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Move Digital Group
125 North Side Square
Suite 200
Huntsville, AL 35801


1-256-203-6683
movedigitalgroup.com

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