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.
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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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