{"id":267833,"date":"2015-11-10T11:24:57","date_gmt":"2015-11-10T19:24:57","guid":{"rendered":"http:\/\/customerthink.com\/?p=267833"},"modified":"2016-09-06T13:09:11","modified_gmt":"2016-09-06T20:09:11","slug":"hate-tweets-that-destroys-brands-how-they-could-have-been-avoided-2","status":"publish","type":"post","link":"https:\/\/customerthink.com\/hate-tweets-that-destroys-brands-how-they-could-have-been-avoided-2\/","title":{"rendered":"Hate Tweets That Destroys Brands – How They Could Have Been Avoided"},"content":{"rendered":"

The nature of banking is changing. While traditional transactions are increasingly handled online, more complex products and services, which are often important life decisions, depend on face-to-face advice from experts. It\u2019s about functionality and getting the customer journey right to maximize sales effectiveness and create opportunities to build trust and strengthen the customer relationship. But sometimes this is easier said than done.<\/p>\n

Customers are not loyal<\/strong>
\nBank customers today have more choices in how, when and where they can to do their banking. Changing bank is easy and the engagement with one specific bank is not lifelong anymore. Customers are prepared to walk away from their bank if their expectations are not met. A Cap Gemini study on global retail banking states that only 50% customers will remain with their primary bank the next six months. Further, only 15% have trust and confidence in the banking industry. After all…<\/p>\n

\u201cWhy should I settle for mediocre service? I have more options today than ever before.\u201d<\/p><\/blockquote>\n

So being a service provider today is not easy. Power has shifted to the customer and we all have plenty of opportunities to air our point of view in various channels. <\/p>\n

Service providers invest in social software solutions to monitor and manage relations online. But in the quest to build the “bank of the future” and to transfer the business to online channels, many forget how easy it is to destroy the perception of the brand by neglecting what’s going on in the branches they still have. When the customers becomes vocal in social media it’s too late. <\/p>\n

And boy, how vocal they can get:
\n<\/strong>
\n\"tweets\"<\/a><\/p>\n

So, could these tweets have been avoided and if so, how? Let me explore this a bit more in detail.<\/p>\n

Avoiding the hate tweets<\/strong><\/p>\n

1. Dr Andrew Fisher.<\/strong><\/em> When we as customers see staff dwelling while we are waiting makes us furious. It might be the case that the staff if doing something super important. But we don’t care. In many cases though the staff doesn’t even reflect on that people are waiting or how long they have been waiting. <\/p>\n