YES BANK, a Personal and Corporate Bank in India, was one of the first entities in the Banking, financial services and insurance (BFSI) sector to establish a social media presence through Facebook (to educate fans via a knowledge driven approach, value adding content like Investment Tips, encouraging Safe Banking, new product launches etc.) and Twitter (to address queries/concerns of customers etc). Presence was later extended to YouTube (Multimedia content such as advertisements, senior managem...

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1.3.2 Determine & provide customer contact mechanisms
1.2.3 Identify new innovations that meet customer needs

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