Case Study

Case Study: Charles Schwab Boosts Acquisition With Online Ratings And Reviews

A Focus On Transparency And Customer Acquisition Drives Early Success

October 11th, 2011
Brad Strothkamp, null
Brad Strothkamp
With contributors:
Carrie Johnson , Bill Doyle , Douglas Roberge

Summary

In June 2011, the digital marketing team at Charles Schwab rolled out its Clients Speak client ratings and reviews service. To date, Charles Schwab customers have written more than 1,000 mostly positive reviews. To launch the service, eBusiness executives at Charles Schwab answered key questions around senior management buy-in, dealing with negative reviews, and the impact of regulations on what was possible.

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