About the Talk
May 20, 2015 11:40 AM
Using ‘social listening’ research as the methodology, this session takes a new view of our trust in financial services. Instead of asking how much they trusted their banks, respondents were observed talking about their mortgages, current accounts and insurance using social media. A detailed model of the different human emotions was deployed to understand what was happening to consumers and the emotional impact this was having – something which can really help businesses diagnose where and how they can create trust or destroy it.