Nationwide – Creating Senior Leadership Buy-In
It's all about the Customer, Stupid!
In the highly regulated, risk-averse environment of financial services, Nationwide Building Society's social media strategy breaks the mould by actively encouraging its customers to share their views.
As one of the UK's most trusted financial services providers, Nationwide used social media to better understand what its customers wanted to talk about and where they wanted to talk. Rejecting the view that “social is just for marketing”, they went back to basics and embraced social media as a customer service channel for a generation of customers.
- Getting everyone in the room helps stakeholder buy-in.
- Listen first before you do anything.
- Honesty in the face of a crisis is the best approach.
Paul Beadle started his career as a journalist before moving into PR, specializing in financial services. After ...