This document discusses social customer self-service in the financial services sector. It outlines benefits like lower total cost of support and faster response times through customer communities. Examples are given like Fidor Bank that engages customers as "friends" and Zopa that allows peer-to-peer lending. Customer communities can reduce contact costs while increasing reach of interventions. Community managers help set tones and welcome new users. Forrester Research estimates a hypothetical company could see a return on investment within the first year of creating an online customer community. The bigger picture is that everyone can now act as ambassadors through social media. Finally, examples of customer community platforms are provided.