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Introduction

This case study plots the use of social media management as a mechanism to engage with customers and the communities that Yorkshire Building Society serves.

Highlights

  • YBS selects Oracle Social Cloud to show the human side of financial services.

Features and Benefits

  • Highlights what is required to make a success of social media management.
  • Provides a logical path to successful use of social media management solution and highlights the advantages of Oracle Social Cloud.

Key questions answered

  • How do you make a success of social media management in a highly regulated industry such as finance?
  • What are the benefits of social media management adoption?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises
  • Recommendations for vendors

YBS selected Oracle Social Cloud to show the human side of financial services

  • The business context
  • In 2016, YBS embarks on its (digital) social journey guided by its core values and purpose

Three simple lessons guide success

  • Put the customer first and be authentic
  • Protect the customer
  • Listen and learn
  • Take a holistic approach to be coherent

Appendix

  • Methodology
  • Further reading
  • Author