maybank cards socia media draft
TRANSCRIPT
What is Maybank Social Media to Customers
Direct interaction to Customers Customers should be able to interact directly with MBB via Facebook or Twitter for instantaneous response
Questions about MBB Products, our latest promotions or even our branch location/number all via SM
Mitigation of complaints, unhappy customers and reporting of staffs should be transparent and handle with proper care
Bridging the gap• A point of contact for Customers•To direct request/request to correct department•Reassurance to Customers that their case/etc being handled•MBB can have some understanding of their customers base on FB, Twitter handle
CRM & CEM• Gathering of quality database is important to improve customer experiences • Providing Merchants with a complete customer behavioral orientation•Providing Customers of Merchant’s promotions to suit individual’s needs
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How We can use Social MediaFacebook - TwitterYoutube Instagram Itunes/PodcastLinkedinBlogging/BloggersThe Daniel Ariff Project
Who is Daniel AriffDaniell Ariff is Listening
How We can use Social Media : Facebook
FacebookMaybank Cards cardholders to join our Facebook Site to increase the fan base
Have Year Long or Special promotion ONLY for Facebook Fans
Communicate with Fan Base regarding Merchant’s Promo
Update Fan Base on up coming events, special invites or relevant news
Give constructive Advices or suggestions to customer regarding CARDS/Banks Matters
Wish Fan Base Happy Birthday, Anniversay, etc
How We can use Social Media : Twitter
TwitterShout out promotions, events or special invites
Handle complaints
Branch/Products direction giving
Blasting out Merchant’s special promo
Give information regarding MBB/Bank/Financial matters
#hashtag for different promo
How We can use Social Media : YouTube
YoutubeCollection of all Maybank Adverts
Collection of all Events i.e : Malaysia Maybank Open, Bii Bali Marathon, etc
Tutorial Videos of “HOW TO” i.e Open bank account, operates ATM, etc
How We can use Social Media : Instagram
InstagramTo promote Branch i.e : Cleanest, fastest, most alert security guard, etc
To capture Best Smiling Staff Contest i.e #Mbb_Ampang
Run tactical campagin i.e: Find the hidden Tiger in JLN AMPANG, Capture the coldest Tiger, etc
How We can use Social Media : Podcast
Itunes/Podcast
Whitepapers in Audio format Financial Matters Interviews Maybank News
How We can use Social Media : LinkedIN
LinkedinMaybank Staff updates i.e. Changing of directors, executivesStaff Engagement Updated Resume for MBB to hire
How We can use Social Media : Bloggers
Bloggers (Local/International)Engage Bloggers to write about MBB Products, usages, experiencesBloggers to Dine at Merchant’s F&B and be seen using MBB CARDS for merchant’s PromoBloggers as Brand Ambassador to help promote MBB Products
How We can use Social Media : Danial Ariff
The Danial Ariff ProjectWho is Danial Ariff
The name that is on every single Maybank cards is totally anonymous to publicPublicize this mysterious man, as the best advocator for MBB
Danial Ariff is ListeningHave people write to Danial Ariff and He’ll response
Treats Fair Social Media Engagement
Using Treats Fair to increase BaseInstant Login via Ipad to customers FB and Like our FB
Gets Vouchers, treatspoints, etc
Run Treasure Hunt Campaign to request Participating Customers to ; Instagram Lo Hong Ka’s most expensive Birdnest Tweet the location/dressing/name of our Mysterious Maybank Man “ Are you Danial
Ariff?”
Identify Which Bloggers Writes what?Engage Ambassador Bloggers to participate in AuctionAuction Off Ambassador Bloggers to “Lunch”
What do we want to accomplish– Increase “Likes”
– Compile comments (good/Bad) as case study to improves
– Audience Engagement– Listen and fulfill– Handle unhappy customers– Yearlong promo via Social Media– Tactical promotion for low season
– All MBB Postings to have 200 + Shares
How can we measure our results– Count “likes”
– Count Comments
– Count Views
– Shares (fb & youtube)
Cross Pollinate social media channels
– Use youtube to feature twitter– Use Twitter to announce promo on Main site– Facebook to compile all likes
Win Online Awards for
– Innovations–Multitude of Likes/Talk&Discussion – Security
Competitive position if use Social Media Pros & Cons
Pro– Free feedbacks– Direct Communications– Cheaper alternatives to printed
media– News Spread Faster and more global
than other Media– Promotes Behavioral change i.e
buying, choosing, etc–Maybank brand awareness
Pros & Cons
Cons– Unmonitored feedbacks– Lack of privacy– Reduce human factor– Repercussion of mistakes are virals
What MBB CARDS Can do for customers
Co-Brand Social Media Card that gives Cardholder ;– Discounts and special Deals for online purchase– Promote online shopping via MBB E-commerce merchants– Subscription to Whitepapers, Videos, Musics, Recipe, etc– Access to online social games – Online Card Access to check location in case of lost card, monitor children, etc– Cardless purhase i.e via mobile apps (only to Social Media Cardholder)– Level up On Cards upon hitting quota in spending , i.e for next 24 hours, all
spending will get x5, x10 Treatpoints.
Many Other Social Tools Tumblr
Webo
Bebo
Ayoda
Couchsurfing
Foursquare
Kakao
Friendster
Myspace
Multiply
MOL
Tencent QQ
Skype
Google +
LINE
Dropbox
Sina Weibo
Flickr
Some Social Media Statistics 2013