How Social Media Shapes Culture, Connection and Customer Experience at HSBC
Customer Engagement Examples of ExcellenceShow Notes
In this episode of “Customer Engagement – Examples ofExcellence”, we meet Hannah Ratcliff-Barnes who is Social Media Lead at HSBC. Hannah shares her diverse business experiences in various roles in the financial sector and how these have been very beneficial in preparing her for her current role at HSBC. She tells us about the importance of making social media acore element of the HSBC contact Centre and the key role that it plays in influencing HSBC customer experience and employee engagement, while enhancing the banks’ reputation. She advocates passionately that culture is a critical elementin developing a strong contact centre team and is vital to create opportunities for colleagues to thrive and deliver authentic and empathetic responses to customer issues.
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