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Managing your social media presence and interactions
BancSabadell
Pol Navarro – Head of Direct Channels and Innovation, Banc SabadellMadrid, June 2010
Visible Banking Social Media and Finance Workshop
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Consumers are evolving
Consumers are permanently online
Total transparency
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Consumers are evolving
Consumers are permanently online
Total transparency+
Word of mouth
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Where are the consumers?
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How are you managing your community?
+“As the Web 2.0 age dawns, banks must wake up to the fact that the successful companies of the future will not have customers, they will have participants, and that rather than having a business, they will have a community”
Chris Skinnerhttp://twitter.com/Chris_Skinner
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Visión y objetivos de la oferta de Canales
BS Social Media Approach
Ensure CONTENT AND MEDIA distribution on main social networks and own BLOG
Evangelization and TRAINING of BS employees
LISTEN COMUNICATE PARTICIPATE
MONITOR all conversations related to the bank, and establish an internal protocol to react(reputation mgmt)
Open new CUSTOMER SERVICE CHANNELS on Twitter and Facebook
Empower INTERACTION on social networks (with existing and potential customers)
Value added services on social networks (ex: Community)
IMPACT
LISTEN, REACT, PARTICIPATE AND ENGAGE
FOCUS
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Lessons learned
• Manage and listen your community
•More impacts > Less attention> Try to be authentic and join the conversations!
• The new loyalty = “Economy of emotions and experiences”
Lessons learned
• Manage and listen your community
•More impacts > Less attention> Try to be authentic and join the conversations!
• The new loyalty = “Economy of emotions and experiences”
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Manage and listen your community
CONVERSATION
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Manage and listen your community
BROADCAST
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Manage and listen your community
EVENTS 2.0
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Manage and listen your community
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Manage and listen your community
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Manage and listen your community
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Manage and listen your community
Lessons learned
• Manage and listen your community
•More impacts > Less attention> Try to be authentic and join the conversations!
• The new loyalty = “Economy of emotions and experiences”
Join the conversations!
Join the conversations!
Join the conversations!
Join the conversations!
Open BancSabadell - Flickr
Lessons learned
• Manage and listen your community
•More impacts > Less attention> Try to be authentic and join the conversations!
• The new loyalty = “Economy of emotions and experiences”
Economy of emotions and experiencies
BancSabadell
Economy of emotions and experiencies
Impact of managing social media
Thanks!
Thanks @visible_banking and #ALL