Do you already have a social media compliance policy in place? Have you got all of the information you need to understand the regulatory environment for social customer communications?
If not, you might find it useful to better understand Legal Lessons Every Financial Services Marketer Needs to Know. Now available as an on demand webinar from Lithium and Actiance, 58% of the original webinar attendees ranked “recordkeeping” as their #1 challenge for managing regulation.
Lithium and Actiance have partnered to deliver a compliance solution to help you increase compliance confidence for approval workflows, archiving, and data privacy policies. If you’re just getting started, be sure to check out the webinar and download this free white paper on Building Trust with Customer Experiences.
What challenges do you face for managing regulation?
Diana Helander is Senior Director, Product Marketing at Lithium
Diana has worked in the technology industry for 20 years. Prior to Lithium, she has held marketing positions at Adobe, Autodesk, and various technology startups. She’s also chaired ISO standards development committees and has held several board positions at not-for-profit organizations.
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Your customers’ expectations are changing rapidly, and increasingly, they want to get answers or connect with you on social channels. For regulated industries, particularly financial services, compliance can seem an insurmountable barrier to putting a social experience in place. Increasing legal and regulatory requirements add much more complexity to delivering a successful digital experience for your customers.
Lithium and Actiance have partnered to provide customers with increased compliance confidence in the deployment of social customer experience platforms. We announced the Lithium Compliance Powered by Actiance at this year’s LiNC to provide customers with increased compliance requirements confidence in the deployment of the Lithium platform.
To find out more about what you need to consider for social compliance in financial services, join us for an informative webinar on September 4th at 10am PDT . Our experts, including Actiance’s Joanna Belbey (formerly of FINRA), will help you equip yourself with the tools you need to have a productive conversation with legal and compliance.
Whether you want to know more about legal requirements to preserve social content for eDiscovery, or are trying to understand the latest requirements on protecting personal information, I invite you to join us for a lively presentation and discussion!
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If you've visited the Lithium Community from your smartphone in the past few days, you might have had a pleasant surprise. As part of preparing for LiNC , we've been in the final stages of testing the newest release of Community Mobile, and I'm pleased to announce that it's now available !
According to Juniper Research, by 2018, it's expected that mobile will comprise 30% of global retail eCommerce spending. Your customers are increasingly adopting mobile, and we're seeing this behavior change reflected in purchase behaviors such as using mobile devices while in-store shopping. Gartner reports that conversion rates amongst shoppers who do this are 40% higher than for those who don't, and yet another reason for making sure that prospective buyers evaluating your brand or products need to have an easy way to interact with you when using a mobile device.
Lithium Community Mobile v2 marks a significant improvement for customers who want to better engage community visitors using smartphones. With a smartly updated modern UX, your visitors will more quickly find relevant solutions and answers, as well as be able to more easily upload images from their devices. You'll be able to provide lightweight, mobile friendly inputs to help engage users and optimize content relevance. And we've made it much easier for you to customize and integrate your community mobile web experience with your brand and business systems.
At launch, we're supporting mission critical community applications including forums, Q&A, and profiles, and are also integrating badges into profiles so your mobile users can be more deeply engaged and rewarded for their actions within the community.
We’re excited to see what you’re going to do with this new community mobile release – and for a taste of what you can expect, check out our release notes and the Lithium Community on your smartphone!
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We all know trust is important, but for brands, it's more than just a buzzword. Every business concocts a mission statement (and sometimes even related advertising) about what it stands for and why it's worthy of consumers’ trust. However, you don't have to look further than the social media #fail of British Airways vs. @HSVSN or the disastrous #MyNYPD hashtag to see how someone's expectations of how consumers do or should view them don't always match up to reality. (Anyone who's tried out online dating can probably relate.)
Tapan Bhat, Lithium's Chief Product Officer, devoted his talk at LiNC '14 to trust and reputation. "You can shout from the rooftops about what your brand stands for, but experience is negotiated...It's not what you say, it's what people think the brand is." Understanding both the consumer's individual needs and the nature of your brand have never been more critical, with 81% of people now researching their biggest purchases online.” A person is more than a record in a CRM system," says Tapan. "Do you know what I like, and why I buy something?"
Lithium's product team is already dedicated to helping businesses create authentic experiences around their brands, and with the acquisition of Klout, we're creating the definitive profiles of people, products, and brands, with a network of shared value in which everyone feels like they've won. We will help capture consumers' actions on their digital touchpoints, surface content so consumers can better evaluate products for purchase, and help communicate consumer price sensitivity to the brands whose products they’re considering buying.
On the brand side, all of this information will become fodder for insights into customer behavior, including the awarding of Klout Perks like discounts that drive sales or rewards for customer loyalty. Consumers' profiles take into account the word of mouth they can help generate.
There are many more new offerings on the way, from campaign-based advocacy hubs that move consumers from topical interests to brand affinity, to improved mobile functionality for Lithium Social Web and Lithium Community. But it all comes back to one key point: trust. Everyone wins when consumers can trust brands to view them as individuals and treat them accordingly, and brands can trust consumers to become genuine, passionate social advocates.
Stay tuned for more insights from LiNC '14, and follow @lithiumtech and #linc14 for up-to-the-minute updates on the brands and personalities that are changing the face of social.
If you are a customer, partner or attended the event, you can watch the recording of this session on demand.
Photography: Arnaud Lerondeau ( @ArnaudL )
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