Trends Report

Social Strategies For Australian Consumer Finance

Set Clear Objectives To Tie Programs To Business Results

December 14th, 2009
Steven Noble, null
Steven Noble
With contributors:
Kim Le Quoc , Jean-Yves Lugo , David Cooperstein

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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.