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Word-of-mouth is storytelling—real customer experiences related by the real people that have them—and it influences up to 50% of purchase decisions today. Word-of-mouth becomes marketing (WOMM) when you harness the power of this inherent behavior, infuse it with intention, measure it, and use it to empower your brand. And in today’s social environment, doing so strategically is more important than ever.

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Today’s banking customers want much more than a place to store and access their cash. They want help with financial planning, tracking, and goal-setting and are increasingly tapping alternative institutions for that help. Unregulated innovators like Google Wallet and PayPal are stepping in and putting increasing pressure on banks to adapt—or die. Meanwhile, financial services firms have been slow to innovate, still stuck on strategies for increasing branch visits. In turn, the influence they have over the personal lives of their customers is waning fast. As we run headlong into a digital-first future, how can financial service firms remain relevant? Download this slide deck from Lithium and learn: 1. Why social customer experience is fast becoming an important battle ground for the financial service industry. 2. How financial service firms use social for marketing, customer care and service innovation. 3. Which banks, credit card and insurance companies do social right, do it best—and how. 4. The returns financial service firms are getting from social. 5. Social strategies and best practices financial service firms can deploy today to get in the game.

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When it comes to online branded communities, who’s doing it right? Who are today’s biggest winners and losers? Which brands should your customer community strategy emulate and why? In this deck, we'll unpack the State of Online Branded Communities 2012, ComBlu’s evaluation of over 92 brands and 200 communities. Learn who is providing the most meaningful member experiences, the most integrated brand strategy, and the best engagement practices. We’ll take a close look at today’s best and worst performers across three pillars of engagement— feedback, advocacy and community—and give you real-world advice for: 1. using customer communities as trusted content hubs. 2. tapping brand advocates to spread influence. 3. measuring the ROI of community engagement. Today’s consumers want social experiences from web-based communities where they can find more relevant information, easily interact with peers and learn from other firsthand accounts of brand experiences. Join us and learn how your brand can get serious about customer communities.

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