Social Listening: Lessons from Frost Bank’s Customer Experience

Financial institutions often struggle to manage and appropriately respond to online feedback, especially negative reviews, risking the loss of potential loyal customers. Statistics reveal that a single negative review can severely damage a brand’s reputation, requiring up to 40 positive experiences to counteract it. 

In this episode of the Banking on Digital Growth podcast, Audrey Cannata and James Robert Lay discuss the critical role of listening and responding to customer feedback for financial institutions. By sharing real-life examples, such as a commendable response from Frost Bank to a negative review, the podcast emphasizes the importance of proactive customer service and reputation management.

Key Insights and Takeaways