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The cyber-rebellion, inspired by the National Union of Students (NUS), has attracted hundreds of angry postings and cast a shadow over HSBC’s attempts to lure freshers into taking up accounts when the new University term starts up in September.
Powerless to respond directly, HSBC has offered to meet representatives from the NUS at the end of September.
The case highlights the importance to banks of developing clear strategies for engaging with their customers over important emerging social networks and the reputational risks that lie in wait for those that fail to do so. It also demonstrates the ease with
which disgruntled customers and switched-on consumer groups can use online community networks to air their grievances and rapidly escalate campaigns.
Head of Research
06 Oct 2006
This post is from a series of posts in the group:
A community to discuss the future of financial services and any other interesting trends, strategies, ideas, views.