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	December 14, 2009 Social Strategies For Australian Consumer Finance Set Clear Objectives To Tie Programs To Business Results by Steven Noble with David M. Cooperstein, Kim Le Quoc, Jean-Yves Lugo

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Executive Summary

Australians are flocking to social media to discuss and even manage their financial affairs. High-income Australians are more likely to use social media, as are self-service financial service customers. In response to this consumer behavior, financial institutions should invest in social media to extend their connection with customers. To do it right, each effort must tie to an explicit business objective. Once the objective is set, the strategy and execution plans will be easier to establish.

TABLE OF CONTENTS

• Finance Customers Have Embraced Social Media
• Five Ways Social Media Support Business Objectives

RECOMMENDATIONS

• Set A Clear Objective, And Then Move Decisively

HOW FORRESTER CAN HELP

• Reduce Risk With Research-Based Advice
• Supplemental Material
• Related Research Documents

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