SOCIAL IMPERATIVE: Social media has been likened to a giant cocktail party, and like any social gathering, guests occasionally chat about their financial services providers. Banks increasingly are joining the party, but it's critical that they use the right metrics to gauge their social media efforts -- and ROI is the wrong metric to use to measure success.
MINING THE SOCIAL NETWORK: With the help of social media analytics tools, savvy banks including Citi, SunTrust, ING Direct and First Tennessee are listening to and gleaning useful insight from social media sites.
PRIVATE SOCIAL CIRCLES: While most banks are just beginning to tap the potential of social networking for customer engagement, Citi has turned its focus inward, creating a leading-edge internal collaboration platform that leverages social media tools.
CORE MODERNIZATION -- THINK BEFORE YOU ACT: The most important decisions in a core modernization initiative often are made before the request for proposal is even written, according to the tech providers who build the solutions.
BREAKING DOWN CONSUMER PROTECTION: Elizabeth Warren and the Consumer Financial Protection Bureau have hit the ground running. But banks still are awaiting specific regulatory guidance.
PLUS:
Improving Call Center Performance
Assessing the Dangers of the Epsilon Data Breach
The Durbin Amendment Kills Mickey Mouse
Wells Fargo ATMs Promote Charitable Giving
And more ...
Bank Systems & Technology Staff
