{"id":31925,"date":"2018-03-09T12:54:28","date_gmt":"2018-03-09T17:54:28","guid":{"rendered":"https:\/\/www.saratoga.com\/saratogabusinessjournal\/?p=31925"},"modified":"2018-03-09T14:17:12","modified_gmt":"2018-03-09T19:17:12","slug":"social-media-study-banking-convenience-security-customer-service-highly-valued","status":"publish","type":"post","link":"https:\/\/www.saratoga.com\/saratogabusinessjournal\/2018\/03\/social-media-study-banking-convenience-security-customer-service-highly-valued\/","title":{"rendered":"Social Media Study: Banking Convenience, Security, Customer Service Are Highly Valued"},"content":{"rendered":"<p>A report by consumer insights provider Crimson Hexagon, drawing on a repository of more than 1 trillion social media posts and online consumer conversations, found that consumers are angered by a perceived lack of transparency in fees, miscommunications and long wait times on the phone within the financial industry. Convenience, security and good customer service are most highly valued.<\/p>\n<p>The report, \u201cConsumer Trends Report: Financial Services Industry,\u201d analyze commentary, preferences and opinions, according to Crimson Hexagon.<\/p>\n<p>Questions the study sought to answer included \u201cWhat fintech trends do consumers care about?\u201d and \u201cHow do customers feel about banks and financial institutions?\u201d<\/p>\n<p><!--more--><\/p>\n<p>The data, Crimson Hexagon said, showed that consumers are optimistic about the increase in services such as virtual wallets, mobile apps and direct pay, and fintech discussion (topics such as big data, Bitcoin, blockchain and digital banking) has grown by 5,700 percent in the last seven years.<\/p>\n<p>In 2010, Crimson Hexagon reported 3,000 posts on these topics compared to 174,000 posts in 2017.<\/p>\n<p>\u201cConsumer confidence has always been a leading indicator, but its availability at scale through social media makes it even more powerful today as a predictor of trends,\u201d said Stephanie Newby, CEO of Crimson Hexagon.<\/p>\n<p>\u201cMoney and finances are sensitive subjects for consumers,\u201d said Newby, \u201cbut thanks to the growth of social media platforms and the fact that consumers are candidly sharing their experiences and desires over these platforms every day, we\u2019re able to provide the financial services industry with the most transparent consumer data.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"<p>A report by consumer insights provider Crimson Hexagon, drawing on a repository of more than 1 trillion social media posts and online consumer conversations, found that consumers are angered by a perceived lack of transparency in fees, miscommunications and long wait times on the phone within the financial industry. Convenience, security and good customer service [&hellip;]<\/p>\n","protected":false},"author":196,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-31925","post","type-post","status-publish","format-standard","hentry","category-banking-asset-managment"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\r\n<title>Social Media Study: Banking Convenience, Security, Customer Service Are Highly Valued - Saratoga Business Journal<\/title>\r\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\r\n<link rel=\"canonical\" href=\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/2018\/03\/social-media-study-banking-convenience-security-customer-service-highly-valued\/\" \/>\r\n<meta property=\"og:locale\" content=\"en_US\" \/>\r\n<meta property=\"og:type\" content=\"article\" \/>\r\n<meta property=\"og:title\" content=\"Social Media Study: Banking Convenience, Security, Customer Service Are Highly Valued - Saratoga Business Journal\" \/>\r\n<meta property=\"og:description\" content=\"A report by consumer insights provider Crimson Hexagon, drawing on a repository of more than 1 trillion social media posts and online consumer conversations, found that consumers are angered by a perceived lack of transparency in fees, miscommunications and long wait times on the phone within the financial industry. Convenience, security and good customer service [&hellip;]\" \/>\r\n<meta property=\"og:url\" content=\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/2018\/03\/social-media-study-banking-convenience-security-customer-service-highly-valued\/\" \/>\r\n<meta property=\"og:site_name\" content=\"Saratoga Business Journal\" \/>\r\n<meta property=\"article:published_time\" content=\"2018-03-09T17:54:28+00:00\" \/>\r\n<meta property=\"article:modified_time\" content=\"2018-03-09T19:17:12+00:00\" \/>\r\n<meta name=\"author\" content=\"jessewinters\" \/>\r\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\r\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"jessewinters\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\r\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/2018\/03\/social-media-study-banking-convenience-security-customer-service-highly-valued\/\",\"url\":\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/2018\/03\/social-media-study-banking-convenience-security-customer-service-highly-valued\/\",\"name\":\"Social Media Study: Banking Convenience, Security, Customer Service Are Highly Valued - Saratoga Business Journal\",\"isPartOf\":{\"@id\":\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/#website\"},\"datePublished\":\"2018-03-09T17:54:28+00:00\",\"dateModified\":\"2018-03-09T19:17:12+00:00\",\"author\":{\"@id\":\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/#\/schema\/person\/b937a48daf87d7a8bd713a73b5d6a1ae\"},\"breadcrumb\":{\"@id\":\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/2018\/03\/social-media-study-banking-convenience-security-customer-service-highly-valued\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/2018\/03\/social-media-study-banking-convenience-security-customer-service-highly-valued\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/2018\/03\/social-media-study-banking-convenience-security-customer-service-highly-valued\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Social Media Study: Banking Convenience, Security, Customer Service Are Highly Valued\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/#website\",\"url\":\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/\",\"name\":\"Saratoga Business Journal\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/#\/schema\/person\/b937a48daf87d7a8bd713a73b5d6a1ae\",\"name\":\"jessewinters\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/6e8be6b88bb90339e8bf3f66727dfded55218192d7b7fd01fe8e55608cc3a8f8?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/6e8be6b88bb90339e8bf3f66727dfded55218192d7b7fd01fe8e55608cc3a8f8?s=96&d=mm&r=g\",\"caption\":\"jessewinters\"},\"url\":\"https:\/\/www.saratoga.com\/saratogabusinessjournal\/author\/jessewinters\/\"}]}<\/script>\r\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Social Media Study: Banking Convenience, Security, Customer Service Are Highly Valued - Saratoga Business Journal","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.saratoga.com\/saratogabusinessjournal\/2018\/03\/social-media-study-banking-convenience-security-customer-service-highly-valued\/","og_locale":"en_US","og_type":"article","og_title":"Social Media Study: Banking Convenience, Security, Customer Service Are Highly Valued - Saratoga Business Journal","og_description":"A report by consumer insights provider Crimson Hexagon, drawing on a repository of more than 1 trillion social media posts and online consumer conversations, found that consumers are angered by a perceived lack of transparency in fees, miscommunications and long wait times on the phone within the financial industry. 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