Social Media Strategy

Financial Services Company Look for Expert's Help to Define Online Social Media Offering

A well-known financial services company wanted to make improvements to its online offering
Specifically, the Company wanted to create stronger engagement with customers to support buying decisions and strengthen interaction to build brand trust and loyalty
The Company was considering options to purchase a social media solution for the proposed improvements or working with its agencies to build a new solution
The Company realized that it wasn't clear enough about its requirements to make a solutions based decision and therefore needed support to understand the critical success factors

Solutions:

Knexus Professional Services team was retained to provide recommendations on how to improve the online offering based on its proven experience in social media
The planning process including reviewing key metrics for the existing site, such as level of interactivity, loyalty, relevance, freshness of insights and overall engagement, benchmarked against best practices
The recommendations included setting out the value proposition and how it aligned with the business objectives, features and functions required to support delivery, integration requirements with existing systems, plus content structure and deliverables
Knexus team also identified other non-solution based critical success factors for the proposed new social media offering, and how the Company should best approach and resource these

Results:

The Company has a robust implementation plan based on a clear understanding of its requirements and the customer value proposition
It's able to make an informed solution purchasing decision
The Company has put in place resources to address non-solution based critical success factors, thereby significantly raising the probability of success for its social media project