How to put a positive spin on negative online reviews

Innovations FCU responds to 100% of online reviews within one minute on average. Sometimes that’s a ‘like.’ Other times, it’s a reply from the CEO.

As of April 2018, Facebook counts more than 2.2 billion monthly active users, cementing its status as the largest social media platform. But there’s more to Facebook than social connection: it’s become a hub of commerce.

In 2015, Facebook influenced 52% of consumers’ online and offline purchases, the most of any social platform.

“Social media has changed the way we do business,” says David Southall, CEO of Innovations Federal Credit Union ($198.9M, Panama City, FL). “We have to be part of it.”

Innovations relies on social media to monitor its place within its competitive northwest Florida market. A four-person team manages the cooperative’s Facebook account, which has more than 2,400 followers and serves as a reliable point of contact for members and credit union leaders alike.


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